Customer Service FAQ
HOW TO REACH US:
We're here for you! We are currently relocating our offices. The best way to reach is is via email at email@example.com. Our hours are Monday - Friday, 10:00AM-4:00PM CST. For Wholesale inquiries, please call 646-415-8255 ext. 403.
There is a 7.95 charge for all orders which are shipped via USPS Priority Mail.
Orders placed after 1:00pm eastern will be processed the following day. Orders placed after 1:00 pm eastern on Friday, Saturday or Sunday will be processed on Monday. Orders may take up to 4-8 business days to ship.
Orders Being Shipped to PO Boxes or a Military Post Office: We partner with USPS for all PO Box and Military Post Office shipments.
International orders are shipped via USPS First Class Mail. Shipping rates are calculated by USPS based on your location. Please note that customers are responsible for duties and taxes. These are determined at the local level and not under our control, nor are they refundable. If you refuse a shipment from Yosi Samra, you are responsible for the original shipping charges, any import fees and taxes that are incurred on the package. Please note: International orders are final sale. No returns or exchanges will be accepted.
Domestic Return Policy:
Visit the below link to print a pre-paid return label.
When you return your purchase to www.yosisamra.com using the provided return shipping label, a $7.95 shipping /restocking fee will be deducted from your refund.
If you do not wish to use the pre-paid return label, please ship your return to:
Att: Yosi Samra Online Returns
We recommend shipping your return via a trackable method. Yosi Samra can not be responsible for lost returns that do not utilize our pre-paid shipping label.
Any item marked FINAL SALE is not eligible for a refund, exchange or store credit. Any FINAL SALE returned to us will be forfeited as we can not return the item to you.
For your convenience we offer free, in-person returns with Happy Returns. Simply bring the product to a Happy Returns Bar near you and your returns will be processed immediately on-site. A refund can be issued as store credit or as a credit to the account used to make the original purchase.
International Return Policy:
We do not accept International returns or exchanges. All International Orders are Final Sale. International customers are responsible for duties and taxes imposed by their country. These are determined at the local level and not under our control, nor are they refundable.
Domestic Damages Policy:
Yosi Samra stands behind its merchandise.Yosi Samra will gladly replace any defective shoes purchased from Yosisamra.com within 30 days of receiving the order. If your flats are damaged, please contact Customer Service at firstname.lastname@example.org with images of the shoes along with a copy of your proof of purchase. All requests will be handled on a case-by-case basis. Yosi Samra will gladly replace any defective shoes with proof of purchase from Yosisamra.com within 6 months of receiving the order. Replacement shoes will only be sent if the defect is a company acknowledged/approved manufacturing defect. This does not include natural wear and tear.
International Damages Policy:
If you are an International customer and receive a defective shoe, please contact our customer service team by email to email@example.com.
Why should I create a YosiSamra.com account?
Creating an account helps us better serve you. This account allows you to view all of your previous orders on YosiSamra.com, check the status of your current orders, and save your wish list. Additionally, this account will save your billing and shipping information for a quick and easy check out. PLEASE NOTE, we launched a new site in June 2017. So if you had an account with us prior, we ask that you please create a new account now. No previous customer history was transferred to the new site. If you have questions on orders placed before that please call our customer service for information.
I forgot my password for my YosiSamra.com account, what do I do?
Reset your account password here Reset Password. If you need additional assistance, please contact the Yosi Samra Customer Service Team.
How can I use my promotion/discount store credit code?
Promotional/Discount Codes can only be used once, and are never eligible bridal items. Please enter your promotional/discount and Store Credit codes under "Discount Codes" at checkout.
Can I use PayPal?
Yes! Paying with PayPal is an option at checkout. Plus, PayPal covers your return shipping if you need it. Learn more.
How does YosiSamra.com calculate tax?
Tax charged to an order is based on the shipment’s destination. YosiSamra.com charges tax to merchandise being shipped only to these states: New York (A tax of 8.875% will be applied to orders shipped to New York addresses that value over $110 before shipping;) California 9% and Texas 8.25%.
Will I receive a notification when I place my order?
You will receive a confirmation email to the email address you provided on your YosiSamra.com account within 1 hour of placing your order.
How will I know the status of my order?
You will receive two emails from YosiSamra.com regarding your order. One confirming your order within 1 hour after your order is received and another when your order ships. The only other reason you will be contacted by YosiSamra.com regarding your order is if there is a payment problem or if your merchandise is backordered.
If I made a mistake when placing my order, want to change my order, or want to cancel my order, can I?
Please Contact Us immediately if you would like to make any changes or cancel your order. Depending on the status of your order, we may not be able to make any changes or cancel your order. We will make every effort to accommodate any changes.
How will I know my order has shipped?
You will receive a shipping confirmation email to the email address you provided on your YosiSamra.com account when your order ships. The email will provide you with USPS or UPS tracking information so that you can track your order. Please note it may take up to 24 hours for the tracking information to generate on the USPS and UPS websites.
Can I exchange my order?
Yosisamra.com customers have 30 business days with proof of purchase to exchange unworn merchandise in the exact condition that it arrived (including the shoe box and dust bag). Inventory is not guaranteed. Once the exchange is received, it may take up to 7-10 business days to process and ship back out.
Can I return or exchange a gift?
If you wish to return a product that you received as a gift from Yosisamra.com we are happy to refund gifts in the form of Yosisamra.com store credit. When returning a gift, please provide either the contact name of the gift-giver or order number to assist in processing the return. Yosi Samra does not accept gift returns from any outside retailers. Customers are responsible for shipping their return back to Yosisamra.com.
I have received my order but something is missing, damaged or wrong, what should I do?
Can I return products I purchased from an outside retailer with Yosisamra.com?
We only accept returns for products purchased on Yosisamra.com. If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy.
I am a half size, what should I do?
Or check out our newest arrivals which all come in half sizes!
How do I care for my flats?
To prolong the life of the shoe, we suggest using a leather protecting spray. In case your flats get dirty, we suggest you have them professionally cleaned to guarantee no damage will be done to the shoe. If this is not an option for you, we suggest mixing warm water and a small amount of laundry detergent to create a slightly soapy mixture. Apply a small amount of the water/detergent mixture to a sponge, soft cloth or soft brush and clean affected areas. Allow your shoes to fully dry. Do not use any alcohol based products.
When is new product launching?
Please subscribe on our website to receive emails regarding new product launches, sales, and special promotions. Occasionally, we run exclusive promotions on Yosisamra.com for customers signed up to our email list. If you have an account on Yosisamra.com, you are automatically added to our mailing list.
What does it mean if an item I want to purchase is on Pre-Order?
Pre-Order status allows you to reserve an item before it is in stock. The estimated in-stock arrival date will be noted when you select the product. Please be aware that your full order will not ship until your pre-order item is in stock. You will not be charged for your order until it ships.