FAQ

Q: How much are the shipping costs?

A: Shipping is free for purchases equal to or greater than $100,000 COP (total value including taxes and promotions) to your preferred destination or to any Payless store where you wish to pick up your order (as long as it is within the coverage network of our carrier and within the seasons enabled by the company).

B: If the total of your purchase is less than $99,999 COP (total value including taxes and promotions), there is a shipping fee by zone, which is calculated on the platform after you have selected the items you wish to add to your shopping cart and after providing the contact and destination information.

C: The shipping fee is $7,000 COP (total value including taxes) to your preferred destination or to any Payless store where you wish to pick up your order (as long as it is within the coverage network of our carrier).

Q: How long will it take to receive my order?

A: After the purchase is made, the time to receive your order ranges from 3 to 5 business days maximum in major cities such as Bogota, Medellin, Cali, Barranquilla, Cartagena, and their respective metropolitan areas, and between 6 to 17 business days maximum for non-major cities/municipalities (See coverage and delivery times), counted from the delivery of the merchandise to the carrier, provided there are no unforeseen circumstances or force majeure, including but not limited to human or natural events such as strikes, stoppages, revolutions, rebellion, sedition, riots, attacks, utility cuts, landslides, earthquakes, avalanches, floods, bridge collapses, among others. *Business days exclude Saturdays, Sundays, and holidays.

If you choose to have your order shipped to a Payless ShoeSource store, a store associate will contact you through any authorized means once your order has arrived at the store for pickup.

For more information, please refer to the Delivery Policy.

Q: How can I cancel my order?

A: Once your order has been placed, you can cancel your order by contacting customer service at +57 310 476 1511 (from 8:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m., Central time, Monday to Friday) or by sending an email to ServicioAlClienteColombia@Payless.com. However, depending on the processing of your order, it may be too late to cancel it. We will do our best to accommodate your cancellation request.

Please consider our withdrawal policy.

Q: Do the purchased products have a warranty?

A: Yes, if the item you purchased has any quality or suitability issues, and you have followed all care recommendations, and the warranty period offered has not expired, you can process your warranty request.

Remember that the warranty period will be 60 calendar days from the delivery of the product. For products purchased through e-commerce, the term will be counted from the delivery date recorded by the courier company on the receipt or order guide.

We invite you to contact the customer service department at +57 310 476 1511 (from 8:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m., Central time, Monday to Friday) or send an email to ServicioAlClienteColombia@Payless.com. You can also submit a warranty request at a physical store, which will follow the corresponding procedure.

For more information, please refer to the Warranty Policy.

Q: Is the product reserved when added to my shopping cart?

A: No. Adding an available product to the shopping cart does not mean it is reserved. This only happens when the purchase is completed and you receive the confirmation email.