Customer Service FAQ
How to Reach Us:
We're here for you! The best way to reach our customer service team is via email at cs@yosisamra.com. Our hours are Monday-Friday, 10am - 4pm CST. For Wholesale inquiries, email support@yosisamra.com.
Shipping:
See our shipping policy page for more information.
Orders placed after 1:00pm CST will be processed the following day. Orders placed after 1:00pm CST on Friday, Saturday or Sunday will be processed on Monday.
Domestic Return Policy:
We hope you love your shoes! If, for any reason, you’re not completely satisfied, we accept returns or exchanges of unworn merchandise (including the original shoe box and dust bag) within 14 days of delivery for a refund, store credit, or exchange.
Exchanges:
We offer free exchanges for the same style in a different size (U.S. orders only), subject to availability. Exchanges must be requested within 14 days of delivery.
Return Window
Returns must be initiated within 14 days of delivery. If your return falls outside of this 14-day window, please email cs@yosisamra.com. We will review late return requests on a case-by-case basis.
How to Initiate a Return or Exchange
Click RETURN/EXCHANGE on our website to access our automated returns portal. A return label will be generated through this process. If you experience any issues, please contact us at cs@yosisamra.com for assistance.
Please note: All return shipping labels must be issued by Yosi Samra. We do not reimburse or accept third-party shipping costs unless approved in writing by a Yosi Samra representative.
Return Shipping Fees
A flat $8 return shipping fee will be deducted from your refund when using our return label.
Packaging Requirements
Returns must include the original shoe box and dust bag, and the shoe box must be placed inside a separate shipping box.
Returns will not be accepted if:
- The shoe box is missing or damaged
- The shoe box is used as the shipping container
Shipping Insurance
At checkout, we offer optional $1.98 shipping insurance. This does not cover lost or stolen packages. It is strictly to cover the cost of return shipping fees, should you choose to return your order. We recommend adding it for a smoother and more economical return experience.
Responsibility for Returns
Yosi Samra is not responsible for lost or damaged returns that do not use our official return label. We strongly recommend using our return process to ensure tracking and proper handling.
If a shipment is refused, the customer is responsible for all related shipping charges.
Final Sale Items
Items marked FINAL SALE or purchased at a 50% or greater discount are not eligible for return, exchange, or store credit. Unauthorized returns of final sale items will be forfeited and not returned.
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.
Customers who refuse a shipment for any reason will be responsible for all shipment costs.
Domestic Damages Policy:
Yosi Samra stands behind its merchandise.Yosi Samra will gladly replace any defective shoes purchased from Yosisamra.com within 14 days of receiving the order. If your shoes 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 Damages Policy:
If you are an international customer and receive a defective shoe, please contact our customer service team by email to cs@yosisamra.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. If you have any 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 on 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: 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 tracking information. Please note it may take up to 24 hours for tracking information to generate on the shipping companies website.
Can I exchange my order?
YosiSamra.com customers have 14 business days from the delivery date 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?
We are very sorry for this mistake. Please contact our Customer Service Team at cs@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.
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 Size Guide.
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.