Registration is required to place an order. As a registered user, there is no need to input your information each time you order, you can track your purchases, and you will be informed of upcoming promotions.

From the login page, click on the ‘Forgot your Password?’ link. You will be prompted to provide the email address you used to register and click ‘Submit’. A temporary password will be sent to your email with a link to Log In and update your account information. The customer is responsible for providing the correct email address and for ensuring that the email address is active.

From the Payless ShoeSource Philippines online store homepage, register by clicking on the ‘Register’ link beside the search bar. You will be directed to this page https://www.payless.ph/customer/account/create/ and can start to create a new account. You will be asked for your First Name, Last Name, Email Address and Account Password. A confirmation email will be sent to the email address you provided. Please provide a Valid and Active email address. The customer is responsible for providing the correct information necessary to receive email notifications and order status updates on time.

All orders are placed online through the site. You may Shop according to Size by clicking on the size under the Menu Bar or simply click on the product you wish to purchase, choose the color, size, quantity and click on the ‘Add to Bag’ button, and proceed to either purchase additional items by clicking ‘Continue Shopping’ or to ‘Proceed to Checkout’ You may check the items in your Bag at any time and any page during your shopping by hovering over the ‘Bag’ icon at the topmost right of the page, right beside the Search. A number beside ‘Bag’ will correspond to the number of items you have saved in your Bag. Saving items in your Shopping Bag does not mean a reservation. The facility allows you to keep track of what you want to buy until you are ready to make the payment. Note though that while Payless ShoeSource Philippines ensures that all items are adequately stocked, it is possible that the item you saved in your Bag may be unavailable by the time you make the purchase. When this happens, you can pay for the items that are available, and keep the out-of-stock items saved in your bag You can visit the site regularly to check availability. If you are a registered user, you will be notified by a customer service representative of the availability of the items saved in your bag.

Orders are processed during regular business hours, 9am to 6pm from Monday to Friday, not including holidays. Orders placed on non-business days (Saturday, Sunday and Holidays) will be considered as orders placed on the next business days.

All orders are processed immediately after payment has been confirmed.

Since it would not be possible to change or cancel orders, it is highly recommended that all information and order details be reviewed and finalized before clicking the ‘PLACE ORDER’ button.

Payless Philippines (Stores Specialists, Inc.) reserves the right to ask for additional reference from the customer (e.g., photo of valid ID), for the need to verify the payment made via credit card.

For information regarding PayPal payments and accounts, visit the PayPal website https://www.paypal.com/

Paynamics Technologies Inc. is an electronic payment solution provider that offers a secure, real-time payment processing of credit/debit cards and other payment systems online.

BillEase is a top-rated consumer finance app in the Philippines that allows customers to pay for their purchases from a range of cardless installment options including interest-free or interest-bearing installment plans.

➤How do BillEase installments work?

With a BillEase account:
• You can pay for your order amounting P999 to P2,999 on the next pay day or 10 to 20 days with No Interest, or in card-free installments for up to 3 months with Most Flexible payment plan.
• For order amounting from P 3,000 to P50,000, you also have an option of card-free installments over a 3-month period with the Most Flexible payment plan.
• You can make your BillEase payments via available payment channels such as GCash, Maya, bank transfers via BPI, BDO, Security Bank, and other payment options.
For more information, please visit billease.ph.

How do I pay with BillEase?

On the checkout page, select Buy Now, Pay Later and choose BillEase as your payment method.
• If you have an existing BillEase account: Select Place Order to proceed with payment. You will be redirected to the BillEase page and login with your approved BillEase account to complete your purchase.
• If you do not yet have a BillEase account. You will be redirected to the BillEase page where you can create an account to register and wait for approval in order to complete your purchase. You can also download the BillEase app from Apple App Store or Google Play Store and sign up for a BillEase account
Approval can be immediate or up to one day depending on your submitted documents. Once approved, an initial credit limit will be established and you can start shopping using BillEase

What is the minimum and maximum transaction limit for purchasing with BillEase?

BillEase users can purchase orders based on the available credit limit in their BillEase account. On Payless, customers can choose BillEase at checkout for purchases amounting from P999 to P50,000, after discounts and promotions have been deducted. If your total order is below or above these amounts, BillEase will not be an available payment option at checkout.

Are there additional fees if I pay with BillEase?

You will only be charged an interest rate by BillEase and the amount will be included in your monthly installment. BillEase will charge a standard interest rate of 3.49% for purchases on Payless for orders under Most Flexible payment plan. You will see this amount during your checkout using BillEase before you complete your purchase.

How will I be refunded if I paid with BillEase?

If you would like to request for a return and refund, you may check our Return Policy, and contact custserv@payless.ph within 8 days from receipt of delivery. If your refund request is approved, you will need to return the order before your refund can be processed. Once Payless receives the item, your refund will be processed by BillEase. You will be refunded for the amount you have already paid to BillEase and it will reflect in your chosen payment option.

Payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode, protecting merchants from chargeback losses and costs related to fraudulent or disputed online transactions. A transaction using 3-D Secure will initiate a redirect to the website of the Issuing bank to authorize the transaction. FSRI does not have control over the authentication method used by the issuing banks. After authentication, you will be redirected back to the payless.ph Checkout page to complete your order. For more information on authentication, please contact your issuing bank.

Once your order is successfully delivered, your digital sales invoice will be sent to your registered email address within 24 to 48 hours. You may also download a copy of your order details by clicking the “Download Order Details” under Order and Returns in your account’s dashboard.

• Why is the Payless PH online shop discontinuing the issuance of hard copy receipts/sales invoices for orders fulfilled from our warehouse?
  We are shifting to digital sales invoices as part of our efforts to offer a more convenient, secure, and eco-friendly experience for our customers.
• How will I receive my sales invoice?
  Once your order is successfully delivered, your digital sales invoice will be sent to your registered email address within 24 to 48 hours. Please note that this may take longer during weekends or holidays.
• Do I need to take any action to receive my sales invoice?
  No action is needed. Just ensure your email address is up to date in your account settings so you can receive your invoice without any issues.
• Can I still request a printed copy?
  At this time, we only issue digital sales invoices. However, you may print the email copy for your personal records if needed.
• What if I don’t receive my invoice email?
  Kindly check your spam or junk folder. If you still haven’t received it, feel free to contact our customer support team for assistance.
• What should I do if I accidentally deleted the email containing my digital sales invoice?
  No worries. You can request a resend by reaching out to our customer support team. Please have your order details ready so we can assist you faster.
• Will my invoice be valid for returns, exchanges, and refunds?
  Yes, your digital sales invoice serves as your official proof of purchase and will be accepted for returns, exchanges, and refunds.
• Who do I contact for further inquiries?
  For any concerns regarding your digital sales invoice, feel free to reach out to our customer support team at custserv@payless.ph.

Orders will be delivered by our official partner couriers.

Shipping fee is calculated based on weight and delivery location. For the first 3 kilos, the base amount for the shipping fee is Php150.00 for Metro Manila and Php200.00 for provincial areas. There will be an additional Php65.00 per kilo in excess of 3 kilos.

We have an ongoing free shipping promo for any order that reaches a minimum spend of P1,950.00. We may also offer free shipping promotions during campaigns.

Handling and Shipping charges will be added to the total price of the items in the Shopping Bag after all Shipping and Billing information has been submitted in the Check Out process.

Orders will be delivered within 3 to 5 business days for locations within Metro Manila and 7-10 business days for provincial locations. Deliveries are made from 9am to 6pm from Monday to Friday. Change in schedule or charges due to holidays will be posted accordingly.

To protect the customer, packages will only be surrendered to the person whose name is indicated in the delivery receipt and must present a proof of identification. However, in cases where the recipient cannot be physically present, he/she must provide his/her assigned representative with an authorization letter together with a proof of identification.

Please notify us through mail at custserv@payless.ph in case of discrepancy and/or any signs of package tampering.

Return Online

Only products purchased from payless.ph may be returned online. You may return your items free of charge provided it is within the return period of 30 days from the receipt of the item.

All items must be returned new, in good condition, and in the item's original packaging, with complete tags and labels, with a printed copy of the digital sales invoice, and with the Packing Slip.

All return requests are subject to approval. Ensure that you provide clear photos of the items to avoid any delays in the review and approval process.

Returns due to the following reasons shall be automatically declined:
- Items were not originally purchased from payless.ph
- Items have been altered, worn, or used
- Items were improperly handled by the customer
- Change of mind

The following items are not subject to returns or exchanges, unless due to factory defect or wrong product received:
For hygiene reasons - personal care items like socks, tights, hosiery

Once your request for return is approved, please note that this does not yet guarantee a sure refund. The actual item returned shall still go through a final verification/evaluation process before your refund will be processed.

Shipping, handling, and delivery charges are non-refundable except for defective or damaged items. For items confirmed to be defective, the value of the item at the time of your return shall be based on the price reflected in your receipt including shipping charges.

Return In Store

We currently do not accept returns and refunds in store, however you may request to exchange your item in store. See our FAQs - Can I exchange an item? for instructions on how to exchange items in store.

Note on receipts: The digital sales invoice will be sent to you within 24–48 hours from successful delivery of your order.

Exchange Online

You may request to exchange an item (if applicable) for one of the following reasons:
- Damaged/defective item
- Wrong product received
- Item does not fit (apparel and footwear only)

Please contact our customer service at custserv@payless.ph, and we will do our best to assist you.

Please note that all exchange requests are subject to final review by our team before the exchange is processed.

To ensure a smooth and hassle-free return process, please see our FAQs - What is your return and exchange policy?

Exchange in Store

We have a friendly and knowledgeable store staff to help with any order queries or return/exchange requests. If you wish to exchange the items purchased online in the stores, you may visit any of our physical stores and we’ll be happy to help. Kindly refer to our directory here to find a store near you.

How to exchange an item

• Step 1: Bring your item for exchange to any of our stores listed here.
• Step 2: Store cashier will validate your return. Please present proof of purchase:
  - Original Receipt
  - Printed copy of the Digital Sales Invoice
• Step 3: Select your replacement item.
• Step 4: Store cashier will complete your exchange.

Exchange conditions

Please make sure to request your exchange in-store within the return period. The return period starts from the date that you received your order. A 15-day grace period will be added to consider delivery times.

• To be eligible for an exchange, the item must be in its original packaging and complete with tags and labels (if applicable).
• The store will conduct a final verification/evaluation process to confirm if the item is acceptable for exchange.
• You may request to exchange the item for one of the following:
  • Same item (if damaged)
  • Change of color or size
  • Another item
• *If the item you’re exchanging is no longer available, our store team will work with you to find a suitable replacement.
• Exchange value of the replacement item will be based on the invoice price, excluding shipping fees:
  • If the replacement item has a lesser value, store staff may offer additional item/s to you. Otherwise, the excess amount will be forfeited.
  • If the replacement item has a higher value, you will need to pay for the price difference at the store.

Returns and refunds

We ensure your orders are quality checked and packed with care for your satisfaction. In case it arrives damaged or with defects, you may request for a refund and return your order or select items from your order free of charge for the first return provided it is within the return period, which begins on the day our official partner courier delivers your item. For change of size, Payless ShoeSource Philippines will shoulder the courier/shipping expense for one-time exchange of Regular Priced items only. For the succeeding exchange and exchange of sale items, Payless ShoeSource Philippines shall charge the shipping fee to the customer.

To start the return process, you may opt for our shipping partner to pick up your return package, or you can drop the item off at one of our designated logistics partner’s drop off locations. All return requests will be subject to final review by our team before a refund or reversal is processed. The time it takes to receive your refund or reversal will depend on your bank or card provider.

How do I request a return?

Please make sure that the item fulfills the requirements below:

• Purchased on payless.ph
• Within the return period (30 days upon receipt)
• New and in original condition
• Original packaging with complete tags and labels
• Original Receipt or printed copy of the Digital Sales Invoice
• Included in the list of items eligible for return (see FAQs - What is your return and exchange policy?)

Step 1: Get in touch with us via custserv@payless.ph
Our agents will contact you if your request has been approved.
If approved, a Return form will be sent.

Step 2: Pack the item in its original packaging with complete tags and labels. Include the Return Form sent via CS.

Step 3: Return the package via:
Option 1: Pick-up
Our courier partner will pick up your return package free of charge* in 2–3 business days
*Free for the first return. Sale items: free only if damaged; otherwise, customer pays shipping.
Option 2: Drop off the package at any LBC branch

Step 4: Our team will receive the returned item/s and review if they are acceptable for return.

Step 5: We will email you on the status of your return request if it has been accepted or not.

Step 6: If your request is approved, we will begin to request your refund with our payment partner.

Please note that refunds are done via original MOP for prepaid orders and Cheque Payment for Cash On Delivery orders. This shall be advised by our Customer Service team through email once the item has been physically reviewed and accepted for return.

Here are the usual lead times for refunds depending on the MOP:

• Credit/Debit Cards: 2–15 business days
• Installments: 5–15 business days
• E-wallets: 2–4 business days
• Online Banking: 5–12 business days
• COD: 2–3 weeks

We will notify you with the refund reference number once it becomes available.

Please note that the time it takes for the refund to appear in your account depends on your bank’s processing time.