Contact Us
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The short version
- Email: support@jerzy.shop is the one way to reach us.
- Reply time: within 24 hours on business days.
- Fastest help: put your order number in the subject line and attach a photo if something looks wrong.
- Urgent change? Orders can be cancelled or changed within 24 hours of placing them, so write as soon as you notice.
- Prefer a form-style request? Use Submit a Ticket, which gives you a ready-made email subject for each topic.
How to reach Jerzy
We handle all support by email. There is no phone line and no chat channel on social media, and that is deliberate: a team order has rosters, sizes and spellings in it, and those are much easier to get right in writing. When you email us, you have a record of what you asked, we have a record of what we answered, and nothing depends on someone remembering a phone call.
Write to support@jerzy.shop. A real person reads every message and replies within 24 hours on business days. Business days are Monday to Friday, excluding public holidays. A message sent on Saturday morning will normally be answered by the end of Monday.
If you would like a guided version, the Submit a Ticket page has one button per topic. Each one opens a new email with the right subject line already filled in, so your message lands with the right context.
What to include in your message
The more we can see in your first email, the fewer emails it takes to fix. Here is a checklist that works for almost every request:
- Your order number. It is in your order confirmation email and on the order received page. Put it in the subject line.
- The name used at checkout and the email address the order was placed with, if you are writing from a different address.
- Which cart line you mean. On a team order, name the player and number, for example “the SANTOS 10 jersey, size M”.
- What you expected and what happened. One or two sentences is plenty.
- A photo if the problem is something you can see: a smudged number, a colour that does not match, a seam that has come apart, a damaged parcel.
- What you would like us to do, if you already know: replace, refund, change the size, change the name.
Please never send card numbers, bank details or passwords by email. We will never ask for them. If anyone claiming to be Jerzy asks you for payment details by email, do not reply and forward the message to us.
Photos you send us with a damage or print claim are used only to sort out that claim and are deleted 30 days after delivery. Our Privacy Policy covers how we handle the rest of your details.
Which page answers your question
Many questions already have a full answer on one of our support pages. If you find what you need there, you do not have to wait for a reply at all.
| Your question | Start here | Email us if |
|---|---|---|
| Where is my order? | Order Tracking | It is past the delivery window, or the status has not moved for several days |
| How long does shipping take, and where do you ship? | Shipping & Delivery | You have a deadline such as a tournament and want to check timing |
| I typed a name or number wrong | Cancel or Change an Order | Always, and as fast as possible: the window is 24 hours from placing the order |
| I want to return a jersey | Returns & Exchanges | You are ready to start the return and need your free label |
| When will I get my money back? | Refund Policy | More than 7 days have passed since we received your return |
| Which size should I order? | Size Guide | You want a size chart sent to you, or a player is between sizes |
| How does personalisation work? | FAQs | You have a name longer than 12 characters or an unusual request |
| How can I pay? | Payment Methods | Checkout shows an error |
| Can I use this design or name? | Intellectual Property Policy | You are unsure whether a team word is allowed |
| Something on your site uses my work | DMCA | You want to send a notice |
The Help Center brings all of these together in one place, with short summaries of each topic.
Writing about a team order
Team orders are where a little structure in your email saves the most time. A coach writing about a sixteen-player basketball order with one problem jersey should not have to explain the whole order. Try this layout:
- Subject: Order number and the issue, for example “Order 4512 – PARKER 23 number smudged”.
- First line: the player name, number and size of the affected jersey.
- Second line: what is wrong and when you noticed.
- Attachment: one photo showing the whole jersey and one close-up.
If several jerseys in the same order are affected, list them one per line in the same format. We will reply to the whole list in one email rather than asking about each jersey separately.
Planning a large order
If you are planning a bigger order, say a club with several age groups, you are welcome to write before you buy. Useful things to tell us: the products and colours you have in mind, rough numbers of adult and youth sizes, the country you are shipping to and the date of your first game. We can tell you how the timing works and point out anything to watch, such as a name that is over the 12-character limit. Please note that orders are always placed on the website, one cart line per player; we do not take orders over email.
Two players, one number
We print whatever number you enter on each cart line, so two jerseys with number 10 are perfectly possible. Whether your league allows it is a question for your league. If you are unsure, sort it out before ordering; changing a number after the 24-hour window is not possible because printing may already have started.
When you need a fast answer
Some messages are more urgent than others. If you have just placed an order and noticed a mistake, for example OKAFOR typed as OKAFRO, write straight away with “CHANGE” in the subject line. Changes are possible within 24 hours of placing the order. After that, the order may already be in production and we cannot alter what is printed.
If your message is about a delivery for an event in the next few days, say so in the subject and give the date. We cannot make a parcel move faster once it has shipped, but we can check what we know and tell you honestly what to expect.
What happens after you write
- Your email arrives in our support inbox. You will not get an automatic ticket number; your reply from us is the confirmation.
- We read the message, look up the order and check any photos.
- We reply within 24 hours on business days with an answer or a clear next step, such as a free return label or a request for one more photo.
- If we need something from you, we keep the same email thread, so please reply to our message rather than starting a new one.
- When the issue is settled, for example a refund issued or a replacement sent, we say so in writing in the same thread.
If you have not heard back after one full business day, check your spam or junk folder and search for “jerzy.shop”. If there is still nothing, send your message again; occasionally an attachment that is very large stops an email from arriving.
Tips for photos
A good photo often settles a claim in one reply. A few pointers:
- Lay the jersey flat on a plain surface in daylight or good indoor light.
- Take one photo of the whole jersey, front or back depending on the issue, and one close-up of the problem.
- For a colour question, include the packing slip or the product page on screen in the same shot, so we can compare.
- For a damaged parcel, photograph the outer packaging before you throw it away.
- Keep each image reasonably small; phone photos are fine as they are.
Example emails that get a quick answer
A wrong size in a team order
“Order 3307. The NOVAK 1 goalkeeper jersey was ordered in M but the player needs L. The other eleven jerseys are fine. Can we exchange this one?” This tells us the order, the exact line, the problem and what you want. We reply with the return steps and how the replacement works, as described on Returns & Exchanges.
A colour that does not match
“Order 3412. We chose navy on the product page but the HAYES 17 baseball jersey arrived in black. Photo attached next to the packing slip.” With the photo and the packing slip in one shot, we can usually confirm the problem in our first reply.
A question before ordering
“We are a youth soccer squad in Christchurch, about fourteen players, mostly YM and YL with two adult S. First game is in five weeks. Does the timing work?” We will answer with the processing and transit times for New Zealand and anything you should check before ordering.
Teams outside the United States
We ship to Canada, Australia and New Zealand as well as the US, and support works exactly the same way for every team. Our replies follow business days in the United States, so allow for the time difference: an email sent from Perth on a Monday evening arrives during our Monday morning. Import duties, where they apply, depend on the destination country; if you would like to understand this before ordering, contact us with your country and order size.
Our business details
Jerzy
600 S Dearborn St Apt 1808
Chicago, IL 60605
US
Email: support@jerzy.shop
This address is for correspondence. It is not a returns address and it is not a shop or showroom. Please do not post jerseys to it without speaking to us first; returns go to the destination on the free label we send you. See Returns & Exchanges for how that works.
Questions we are often asked about contacting us
Can I call you?
No. We do not offer phone support. Email gives both sides a written record, which matters when a team order has a dozen names and sizes in it.
Can I message you on social media?
We do not provide support through social media. Please email us.
Can I write in a language other than English?
Please write in English where you can. Short, plain sentences are perfect, and a photo often explains more than words.
Do you answer at weekends?
Our reply promise is within 24 hours on business days. Messages sent at the weekend or on public holidays are answered on the next business day.
Can I place an order by email?
No. Orders are placed on the website so that each player’s name, number and size goes through the live preview and lands on its own cart line. We are happy to help you plan an order by email.
I am a parent, not the person who placed the order. Can I ask about it?
We can only discuss an order with the person who placed it, or with someone writing from the email address used at checkout. Ask your coach or team manager to write to us, or to copy you in.
Related pages
- Help Center for every support topic in one place
- FAQs for quick answers
- Order Tracking to check where an order is
- About Us to learn how Jerzy works
- Shop to start a team order