Cancel or Change an Order
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At a glance
- Change or cancel within 24 hours of ordering, by email.
- A cancellation is refunded in full within 7 days of the cancellation being confirmed.
- After 24 hours the jersey may already be printed; you can still return it within 60 days with a free label.
- No proof is sent before production: we print what you typed.
- Email [email protected] with your order number. We reply within 24 hours on business days.
1. The 24-hour window
Every order has a 24-hour window, counted from the moment you place it. Inside that window you can cancel the whole order, cancel one jersey from it, or change details: size, colourway, collar, name, number, lettering style, crest link or delivery address. Email us with your order number and exactly what should change.
Why 24 hours? Personalised jerseys are printed from the details you typed, and there is no proof step. Once printing starts, the name and number are in the fabric. The window is the time we keep your order untouched so you can catch a typo.
2. How to cancel
- Email [email protected] from any address. Put the order number in the subject line.
- Write “Cancel order” for the whole order, or name the jerseys to cancel if you want to keep the rest.
- We confirm the cancellation by email.
A cancellation is refunded in full within 7 days of the cancellation being confirmed, to the original payment method. Nothing is deducted. Shipping was free, so there is no shipping charge either way. Full refund rules are on the Refund Policy.
3. How to change an order
Write the change as plainly as possible. For names and numbers, type them exactly as they should be printed, including capitals and spaces. For example: “Jersey 2: name KOWALSKI, number 17, size L”. We copy your text letter for letter.
- Size, colourway or collar: tell us the new choice.
- Name or number: write the full new text.
- Crest: send a new link that we can open, and confirm you own the crest or have permission to use it.
- Address: write the full new address, including unit number and postal code.
- Adding a jersey: place a new order instead; it ships on its own timeline.
If a change makes the order cost more, for example a 3XL instead of an XL, we email you before making it. If it costs less, we refund the difference within 7 days of confirming the change.
| Request | Within 24 hours | After 24 hours |
|---|---|---|
| Cancel whole order | Yes, full refund within 7 days of confirmation | Not guaranteed; return within 60 days with a free label instead |
| Change name or number | Yes | Only if printing has not started; contact us |
| Change size, colourway or collar | Yes | Return or exchange within 60 days |
| Change address | Yes | Contact us; possible only before the label is created |
4. After the 24 hours
After the window, your jersey may already be in production. Email us anyway: if printing has not started, we can still make the change. If it has, we tell you, and you still have the normal return route: 60 days from delivery, any reason, free return label, refund within 7 days of the return reaching us. See Returns & Exchanges.
5. Personalised jerseys
Personalised jerseys (your name and number, or your own crest) follow the same 60-day return rule as every other jersey, with the same free return label. Because a personalised jersey cannot be resold, we ask you to email us first so we can check the reason and, where it was our mistake, reprint it instead if you prefer.
The best way to avoid a return is to check before checkout. Read the name back letter by letter. Check the number is not reversed. On the own-crest jersey, open your crest link in a private browser window to make sure it works without a login.
6. When we cancel
We may cancel an order ourselves and refund it in full within 7 days of our cancellation email if a crest link cannot be opened and no new file arrives, if a crest, name or design belongs to a team, league or brand you have no rights to use, or if the address is outside the countries we ship to. We always email you first and explain the reason.
7. Shipped already?
Once the parcel has left, it cannot be stopped or redirected by us. Let it arrive, then return it within 60 days with a free label if you no longer want it. If the address was wrong, contact us and we will help work out the next step with the carrier. Delivery timelines are on Shipping & Delivery.
8. Common questions
I spotted a typo in the name. What do I do?
Email us within 24 hours with the order number and the corrected name. We fix it before printing.
Can I cancel just one jersey from a team order?
Yes. Name the jersey to cancel; the rest of the order goes ahead.
Do I get a proof before printing?
No. We print exactly what you typed. That is why the 24-hour window exists.
How fast is the refund for a cancellation?
Issued within 7 days of the cancellation being confirmed, to the original payment method.
It has been 30 hours. Is it too late?
Maybe not. Email us; if printing has not started, we can still change or cancel.
I need to change the address.
Email us within 24 hours with the full new address. After that, contact us and we will check whether the label already exists.
Can I swap a blank jersey for a custom one?
Within 24 hours, yes: tell us the name and number. The price difference is charged or refunded as above.
9. Timing of your message
The 24 hours are counted from the time your order was placed, as shown in your order confirmation email, to the time your email reaches us. Weekends count for this window, because printing queues keep moving. Our reply may come on the next business day, but a request received inside the window is honoured as long as printing has not started.
10. Examples
Wrong number, caught in time
You order a custom goalie cut jersey at 10 pm with number 13. At 7 am you realise you wear 31. You email us, we reply and change it. Nothing else happens; the order keeps its processing time of 1–3 business days.
Change of plan
Your rec team folds before the season. Twenty hours after ordering, you email to cancel all six jerseys. We confirm, and the full amount is refunded within 7 days of that confirmation.
Too late to change, not too late to return
Two days after ordering, you want a different colourway. The jerseys are already printed. You keep the order, and after delivery you return the ones you do not want within 60 days with a free label; you get a refund within 7 days of the return reaching us, or an exchange.
12. Checklist before you pay
- Name: spelled right, with the spaces and capitals you want. Names print in capitals when the field says so.
- Number: 0 to 99, not reversed, not a number someone else on your bench already wears.
- Size: checked against a jersey you own with the Size Guide; goalies measured over gear.
- Colourway and collar: the swatch you picked is the one in the cart line.
- Crest link (own-crest jersey only): opens without a login, points to a PNG or JPG, and the crest is yours or you have permission.
- Address: full street address, unit number, postal code.
Two minutes here saves a 24-hour scramble later.
13. Tips for team managers
Collect every name, number and size in one list before ordering, and paste it into one order. If a player sends a correction later, forward it to us within 24 hours of the order with the jersey it belongs to. One person should be the contact for the order, so we do not get two different corrections for the same jersey. If corrections arrive after 24 hours, we will still try, but we cannot promise the jersey is not already printed.
14. Why we do not send proofs
A proof step adds days: we would send an image, wait for a reply, and only then print. Our product pages show a live preview of the name and number over the jersey image as you type, and the 24-hour window gives you time to catch anything you missed. That keeps processing at 1–3 business days. If you want us to double-check something specific, such as whether a long name fits, email us before ordering and we will answer within 24 hours on business days.
15. Payment holds
When you cancel, some payment providers first show the original charge as pending and then release it, instead of showing a separate refund line. Either way, the money comes back. If you cannot see it after the refund email, forward that email to your bank or provider; it holds the amount and date they need.
16. What a good change email looks like
Subject: Order 1234 change. Body: “Jersey 1 of 3, custom two-stripe, size M: please change name from MIKE to MIKEY. Jersey 3: change size from L to XL. Everything else stays.” That is all we need. Short, exact, one email. If you have several changes, list them in that same email rather than sending one message per change; it keeps the order history clean and reduces the chance of a change being missed.
We reply to confirm each change. If you do not get a confirmation within 24 hours on business days, check your spam folder, then write again with the word “urgent” in the subject.
17. Your rights
This page explains our process; it does not take away any cancellation or withdrawal right you have under the consumer law where you live. If local law gives you a longer cancellation period or a broader right, that law applies and we honour it.
18. Store credit instead of a refund
If you cancel and plan to order again later, you can ask for store credit instead of a refund. Store credit never expires and covers any jersey on jerzo.shop. If you do not ask for it, the cancellation is refunded to your original payment method, within 7 days of the cancellation being confirmed. Store credit cannot be turned back into money later, so pick the refund if you are not sure you will reorder.
11. Related pages
Contact us
Questions about this page go to [email protected]. Email is our only support channel. We reply within 24 hours on business days.
Postal address: Jerzo, 10860 Knights Rd, Philadelphia, PA 19154, US. This address is for written notices; please email before sending anything by post.
Before you email
Have your order number ready and say exactly what should change: size, colourway, collar, name or number. One clear email lets us act inside the 24-hour window. Refunds for a cancelled order follow the Refund Policy: within 7 days.