Delivery policy

The shipping of products will only be carried out within Colombian territory, via the courier company 23M&M to the shipping address provided at the time of purchase/order.

Remember that for purchases made through e-commerce, Payless covers the shipping cost, except in cases of returns/exchanges of products or when rescheduling is required after two failed delivery attempts by the courier company.

PAYLESS reserves the right to modify the minimum purchase amount and the free shipping period at any time according to its commercial strategies.

Once your purchase/order is accepted and confirmed, you can track it with the assigned number sent to the registered notification email. To do so, visit the website www.23mym.com/ and follow the instructions provided there.

The delivery time for merchandise ranges from a maximum of 3 to 5 business days for main cities like Bogotá, Medellín, Cali, Barranquilla, Cartagena, and their metropolitan areas, and from a maximum of 6 to 17 business days for non-main cities/municipalities (See coverage and delivery times), starting from the moment the merchandise is handed over to the courier, provided there are no unforeseen events or force majeure, such as human or natural occurrences, including strikes, riots, uprisings, blockades, floods, landslides, earthquakes, avalanches, bridge collapses, and others.

*Saturdays, Sundays, and holidays are excluded from business days.

To avoid delivery issues, specify if the order should be received by another person, left at a reception desk, or any other observation, by filling out the complementary address fields when entering the address. If delivery cannot be completed, the courier will make another attempt. Note that delivery will be deemed failed if the recipient is a minor and not accompanied by a parent, guardian, or custodian who can sign along with the recipient. Delivery will also be deemed failed if no one is present or willing to receive the package, in which case PAYLESS or the courier will not be at fault. If the products are not delivered after two (02) attempts, the order will be returned to our distribution center. You will need to contact Customer Service at servicioalclientecolombia@payless.com, reschedule the delivery, and pay the new shipping fee, which you agree to by accepting this policy.

The courier will deliver the purchase/order to the specified address to the owner of the purchase/order or an adult over 18 who will sign and accept the delivery receipt. This will be digitized by the courier on their website to verify and validate the delivery of your order.

If there is any issue with the delivery, please contact Customer Service at servicioalclientecolombia@payless.com to report the incident. If necessary, you may request a claim with the courier company to initiate an investigation and clarify the situation.

If your order contains multiple items/products, the contents may arrive in different packages and on different dates, as they may be sent from different preparation centers. In any case, they will arrive within the specified timeframe.

If an item or specific product in your order is unavailable due to inventory inconsistency or lack of quality for shipping, you will be notified as soon as possible along with the available options.

If there is any issue with the items/products purchased, please contact Customer Service at servicioalclientecolombia@payless.com for prompt assistance.