Customer Service

Hello YRU Frenz!
Welcome.
Thank you for your support and for your interest in our footwear brand. We appreciate each and every one of you and we are dedicated to creating the best possible customer experience for you.
 😁🥰
Before e-mailing us, please read our FAQ below. We're confident you will find an answer to the most common questions we receive daily:

Q: How do I know if my order is confirmed?

A: You will receive an order confirmation via email immediately after purchase. If you did not receive an order confirmation email in your primary inbox, please check your spam folder. If you still do not have an email, your order has not been processed or you may have incorrectly entered your email. Contact customer service for further assistance. Make sure to only click the "Submit" button once to avoid duplicate orders or charges.

 

Q: Why haven't I received an email confirmation for my order?

A: You may have an outdated email address on file, or you may have a spam blocker filtering out emails. Make sure to keep your user information current by updating your email address and turn off any spam blockers that may prevent our messages from reaching your inbox.

 

Q: When will my order ship?

A: Once your purchase has been made and your order is confirmed, our warehouse receives your order and the processing / handling time begins. Processing time is 3-7 business days (Monday-Friday, 8am-3pm, not including Holidays or weekends). This is our standard time frame and does not include transit (delivery) time.

During this pandemic, our warehouse is working closer to the 7-day mark for processing and handling time due to current restrictions. At times there may be a 2-3 business day delay due to current circumstances beyond our control.

 

Q: Is it possible for me to change or cancel my order?

A: Once your order has been confirmed in our system, it is immediately sent to our warehouse department for processing. Due to this, we are unable to modify or cancel your order once it has been submitted.

 

Q: Is it possible to cancel an "accidental purchase"?

A: The sequence required to submit and confirm a purchase will protect you from making any "accidental purchases". For anyone who may be creating a dummy order to evaluate the full price of purchase, after clicking continue to payment, you are now one click away from purchase. You are responsible for any purchase confirmation and YRU is unable to cancel any order once it has been confirmed in our system.

Please note, our system does not have the ability to confirm a purchase without full consent from the purchaser by clicking the submit and or confirm button.

 

Q: I forgot to include my discount code with my order, can you modify my order? I missed the sale, can you apply the discount code for me? I was having trouble applying my discount code, can you adjust my price? I like Thursday's sale better than Monday's sale, can you adjust my order with the new discount code?

A: We are unable to make any price adjustments or modifications to existing orders. We are unable to cancel orders. We are unable to manually add discount codes after purchase. Please be sure to review your order thoroughly before clicking to submit and or confirming your purchase. This information is also stated in the terms within our promotional emails that include our discount codes.

 

Q: How do I apply my discount code?

A: If you are on Desktop you will see a bar or form space that reads "Gift card or Discount code" on the right panel of your checkout screen. You will see an "Apply" button. Click "Apply" and if you are using an active discount code that has not expired and that applies to the items that qualify for that discount, you will see your total price adjusted immediately before you confirm purchase.

 

If you are on a Mobile device at checkout, on top of the page you will Click "Show Order Summary" to reveal the drop down feature that allows you to enter the discount code and click "Apply". If you are on the payment page on a mobile device, you will see "add a discount code or gift card" where you can click and insert the discount code.

 

Q: What is a pre-sale item?

A: Pre-sale items are exclusives, new releases or restocked classics that are set for future release. Our scheduled arrival dates or the approximate time frame for shipping that we provide for each style is information that our factories communicate to us for you. The time frame for shipping may be subject to change due to delays beyond our control. Pre-sale orders are unable to be cancelled.

 

Q: Do I need to sign in to make a purchase?

A: No! You can check out as a guest.

 

Q: Can I change my order before I have finalized my sale?

A: Yes, you can hit the "Shopping Cart" link and add or remove items before you finalize your sale. Just make sure you only click the "Submit" button once! This will avoid any duplicate charges.

 

Q: Why doesn't the UPS/FEDEX/USPS/DHL website recognize the tracking number for an order I placed?

A: It takes most carriers 24-48 hours to update their site with tracking information.

 

 Q: Do you offer free shipping?

A: We do not offer free shipping.

 

 Q: How can I exchange or return an item?

A:  You can read our Return and Exchange policies at this page here.

 

 

Customer Service agents are available
MONDAY - FRIDAY, 8am-3pm weekly

 (please allow 24-48 hours for an agent to respond to your open ticket)

 

Customer Service agents are not available during Holidays or Weekends.

Instagram and Facebook do not have Customer Service agents available at this time.
Still need help with your order? Do you have a question that cannot be answered via our FAQ? Contact us. 🤗😍
E-mail: help@yru.zendesk.com