Customer Service FAQ

HOW TO REACH US:

We're here for you!  We have a few ways you can reach us: Chat us (via the button lower right corner of the site) or send an email to cs@yosisamra.com. Our hours are Monday - Friday, 10:00AM-5:00PM EST. Please read return policy below before submitting your return here. Address all returns to:

Yosi Samra c/o SEKO Logistics Chino - 15702 Cypress Ave, Chino, CA 91708

SHIPPING TIPS:

Free Shipping to US domestic addresses on orders of $125 or more. No code needed. Free shipping does not apply to Alaska, Hawaii, Puerto Rico, Guam, or International shipments.

Orders placed after 1:00pm eastern will be processed the following day. Orders placed after 1pm eastern on Friday, Saturday or Sunday will be processed on (and will not ship until) Monday.

Please note: we do not offer Saturday delivery.

International orders: 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, and the cost of returning the package to Yosi Samra. This amount will be deducted from your merchandise refund. For all international orders please contact FedEx Crossborder for order status. 203-683-4894 or email: CrossBorder_Merchant@ftn.fedex.com Please note: International orders are final sale. No returns. All international orders are subject to the Yosi Samra shipping and returns policy at yosisamra.com/faq

Shipping Rates

SHIPMENT TITLE: SHIPMENT TYPE: NOTES:
STANDARD SHIPPING GROUND/SMART POST - Available for the contiguous for 48 States
- Ships to APO/FPO/PO Boxes
- 5-7 Business Days
- Orders Placed by 1pm EST will ship same day
- Not available for AK, HI, PR
     
THREE DAY DELIVERY 3 DAY SELECT - Orders Placed by 1pm EST will ship same day
-AK, HI, PR Variable; Not available for Honolulu.
     
NEXT DAY DELIVERY NEXT DAY AIR SAVER - Orders Placed by 1pm EST will ship same day
-AK, HI, PR Variable
     
     
     

Domestic Return Policy

Yosisamra.com customers have 30 business days with proof of purchase to return unworn merchandise in the exact condition that it arrived (including the shoe box and dust bag) for a full refund. Merchandise purchased at a 50% discount is final sale and is not eligible for return. Returns over 30 days will be issued store credit. No returns will be processed for orders older than 60 days. All returns must be pre-authorized. Please email CS@yosisamra.com to receive return instructions. Customers are responsible for shipping orders back to YosiSamra.com. Freight costs will not be refunded. Refunds cannot be processed for orders paid for via Pay Pal after 60 days. (This is PayPal's policy.) In these cases, store credit will be issued. Returns are accepted only from Yosisamra.com orders. If you purchased Yosi Samra from any other retailer, please work with that store. Yosisamra.com reserves the right to reject returns sent or communicated beyond the return period limit, without proof of purchase, or items which are not in the same condition in which they were received.

Submit your return online.

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 cs@yosisamra.com 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 Return & Damages Policy

We do not accept International Returns. 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.  If you are an International customer and we approve your damage case, we are happy to assist you. International customers are responsible for replacement pair duties and taxes.

International Shipping Powered by Bongo International Checkout

We have partnered with Bongo International to service our international customers.

How can I contact Customer Service?

We're here for you! We have a couple of ways you can reach us: Chat us (via the button lower right corner of the site) or send an email to cs@yosisamra.com. Our hours are Monday - Friday, 10:00AM - 5:00PM CT.

I am a half size, what should I do?

If you are a half size, please go up to the next full size. Click here to read our Women's Size Guide. Click here for our Kid's Shoe Size Guide.

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 on April 13, 2015. So if you had an account with us prior to April 13, 2015, 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 April 13, 2015 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 on sale or bridal items. When entering your Newsletter Sign Up 15% off Code, please note that you must include the word “welcome” with the code. 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.

When will I be charged?

You will only be charged when your order successfully ships. When you place your order, if you used a credit card or debit card the charge you see is actually a pre­authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships.

Can I ship to a P.O Box or a Military Post Office?

Not at this time.

Does YosiSamra.com ship internationally?

We do ship internationally.

International Shipping Powered by Bongo International Checkout

We have partnered with Bongo International to service our international customers.

Once you have created your shopping Cart, choose the "Outside The U.S.?" button. You will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.

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. By logging into your YosiSamra.com account, you can also track the progress of your order.

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.

My order was not processed and there is a charge on my account. When will the charge be removed?

If you used a credit card or debit card the charge you see is actually a pre­authorization hold. This is a temporary electronic authorization. The card will not be charged unless the order ships. If you did not complete the order, the hold will drop off your account according to your credit card or bank policy. This generally happens within 2 ­- 10 business days. For more information, contact your credit card company or bank to find out when the hold will be released.

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 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 UPS website.

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.

I have received my order but something is missing, damaged or wrong, what should I do?

We are very sorry for this mistake. Please contact our Customer Service Team and they can assist you.

How do I return?

If you wish to return, please submit your return online. Once your return request has been approved, we will email you the instructions for your return.  Please ship all returns to:

Yosi Samra c/o SEKO Logistics Chino - 15702 Cypress Ave, Chino, CA 91708

For further inquiry into our returns policy, please refer to our Returns Policy above. Please allow up to one billing cycle for the credit to post to your account. International orders are final and are not eligible for return.

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). All exchanges must be pre-authorized. Please email CS@yosisamra.com to receive exchange instructions. Customers are responsible for shipping their exchange back to Yosisamra.com. 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. Please contact Customer Service by email at cs@yosisamra.com for assistance. 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.

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.

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.

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