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\nWe do not use a ticket portal or a chat widget. A ticket is simply an email with a clear subject line. The subject tells us the topic at a glance, so the right answer comes back faster.
\nClick a topic link in the next section. Your email app opens a new message to support@jerzo.shop with the subject already filled in. Add your order number and details, then send. If the link does not open an app on your device, copy the subject text and email us manually.
\n| Topic | \nOpen a ticket | \nInclude | \n
|---|---|---|
| Change lettering, size or colourway | \nChange my order | \nOrder number, exact new name/number/size. Within 24 hours of ordering. | \n
| Cancel an order | \nCancel my order | \nOrder number. Within 24 hours of ordering. | \n
| Where is my order | \nOrder status | \nOrder number, delivery address. | \n
| Start a return or exchange | \nReturn or exchange | \nOrder number, which jersey, reason, new size if exchanging. | \n
| Refund question | \nRefund question | \nOrder number, date the return was sent. | \n
| Damaged or misprinted jersey | \nReport a problem | \nOrder number, photos of the whole jersey and the problem. | \n
| Sizing help | \nSizing question | \nProduct, measurements of a jersey you own, pads or not. | \n
| Crest jersey file | \nCrest file | \nOrder number, working PNG/JPG link, rights confirmation. | \n
| Team or group order | \nTeam order | \nProduct, quantity, size spread, date needed. | \n
| Payment or checkout issue | \nCheckout issue | \nWhat you saw, device and browser. No card details. | \n
| Privacy or data request | \nPrivacy request | \nWhat you want: copy, correction or deletion of your data. | \n
| Rights or copyright notice | \nRights notice | \nSee DMCA for what a notice needs. | \n
| Anything else | \nGeneral question | \nAs much detail as helps. | \n
A ticket we can solve in one reply has these:
\nFor lettering, type the name letter by letter and the number exactly. For example: name “KOWAL”, number “27”, straight block. That leaves nothing to guess.
\nBusiness days are Monday to Friday, excluding US public holidays. A ticket sent on Friday evening is answered by the end of Monday.
\nTwo kinds of tickets are urgent because of our 24-hour window:
\nSend these as soon as you notice. Within 24 hours of ordering, we can make the change or cancel. After that, the jersey may already be in production. Read Cancel or Change an Order for the full rule.
\nYou have 60 days from delivery. Open a return ticket with the order number and which jersey. We reply with a free return label and instructions. When the return reaches us, the refund is issued within 7 days, or you can choose store credit, which never expires. Personalised jerseys follow the rule on our Returns & Exchanges page.
\nExchanging for a different size? Say so in the ticket and tell us the new size. We explain the quickest route.
\nIf a jersey arrives damaged, misprinted or wrong, good photos save days.
\nNatural daylight works best. Avoid filters.
\nNever include any of the following in a ticket:
\nWe will never ask for them. Payment happens only on the checkout page. If someone claiming to be Jerzo asks for them, forward the message to us and do not reply.
\nWe use what you send only to answer your ticket and handle your order. Crest files and personalisation details are deleted 30 days after delivery. See the Privacy Policy for how we store and protect personal data.
\nMany answers are one click away:
\nEmail: support@jerzo.shop. Business address: Jerzo, 10860 Knights Rd, Philadelphia, PA 19154, US. Email is our only support channel. See Contact Us for more.
\nSubject: Change order – order number 1042. Body: “Hi, on line 2 of my order please change the name from SMITH to SMYTH, number stays 14, straight block. Thanks, Jordan.” Clear line, exact spelling, inside 24 hours. Done.
\nSubject: Return request – order number 1088. Body: “The blank two-stripe jersey in L, Midnight & Cyan, is too tight over my pads. I would like XL instead.” We reply with a free return label and the quickest way to get the XL.
\nSubject: Where is my order – order number 1101. Body: “Ordered on the 3rd, shipping to Calgary. The full 1–3 plus 7–14 business days have passed. Tracking last updated a week ago.” We check, reply within 24 hours on business days, and keep you posted in the same thread.
\nSubject: Sizing question. Body: “Looking at the custom goalie cut. My current jersey over my chest protector measures across the chest and from shoulder to hem as follows… Which size?” We give our honest recommendation based on what you send.
\nSubject: Crest file – order number 1120. Body: “Your email said the crest file was too small. Here is a new link to a larger PNG. We own this crest.” We check the file and move the order forward.
\nWe answer every ticket within 24 hours on business days. Inside that window, we look first at messages that are time-sensitive: changes and cancellations inside the 24-hour order window, and address corrections before a parcel ships. Then returns, delivery problems and everything else. Nothing is left unanswered.
\nCheck spam, junk and promotions folders for mail from support@jerzo.shop. Add the address to your contacts so future replies land in your inbox. If 24 business hours have passed and you still see nothing, send a short follow-up in the same thread. Email problems happen; a follow-up fixes most of them.
\nIf you own a trademark, crest or design and believe it appears on our site or was printed in an order without permission, use the Rights notice link above. Our DMCA page and Intellectual Property Policy explain what a complete notice includes. We take these seriously: we do not print team, league, brand, character or real player names or logos, and we cancel and refund orders that ask for them.
\nWant a copy of the personal data we hold, a correction, or deletion? Use the Privacy request link. Tell us the email address your orders use. We confirm the request and explain what we will do and when. Note that crest files and personalisation details are already deleted 30 days after delivery as standard.
\nUse this for lettering, size, colourway, collar or address changes. It only works within 24 hours of ordering, because after that the jersey may already be in production. Put every change in one message.
\nWithin 24 hours of ordering we cancel and refund. Tell us whether you want to cancel the whole order or one line of it.
\nBefore you open this one, try Order Tracking. If the full window of 1–3 business days processing plus 7–14 business days transit has passed, open the ticket.
\nWithin 60 days of delivery. We reply with a free return label. Tell us if you want a different size so we can explain the fastest route.
\nRefunds are issued within 7 days of receiving your return. Banks may take a few more days to show them. If more than 7 days have passed since your return reached us, open this ticket.
\nFor damage, print faults or wrong items. Photos first, words second. We reply within 24 hours on business days with the next step.
\nFor groups. Tell us the design, quantity, sizes and date needed. We will be honest about whether the timeline works.
\nPayment methods are shown at checkout. If checkout shows an error, tell us what you saw and on which device and browser. Never include card details.
\nSend the product you are considering and measurements of a jersey you already own, taken flat. Say whether you wear pads or goalie gear underneath. Our Size Guide shows how to measure.
\nAnything that does not fit the topics above. Product details, colourway matching, gift shipping. Ask away.
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