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\nA ticket at Jerzy is simply an email with a clear subject and the right details in it. We do not use a separate login or ticket portal. You write to support@jerzy.shop, a person reads it, and the reply comes back to you in the same email thread. That thread is your ticket: keep replying in it until the issue is settled, so the whole history stays together.
\nThe links on this page save you a step. Each one opens your email app with our address and a subject line for that topic. If the link does not open an email app on your device, copy the address and the subject shown next to each topic into a new email yourself.
\nOur reply time is within 24 hours on business days, Monday to Friday excluding public holidays. Messages sent at the weekend are answered on the next business day.
\n| Topic | \nOpen a ticket | \nSubject line | \n
|---|---|---|
| Change or cancel an order (within 24 hours) | \nEmail about a change | \nCHANGE – Order number | \n
| Where is my order? | \nEmail about order status | \nOrder status – Order number | \n
| Print problem (smudged, missing or wrong text) | \nEmail about a print problem | \nPrint problem – Order number | \n
| Wrong item or wrong colour received | \nEmail about a wrong item | \nWrong item – Order number | \n
| Damaged on arrival | \nEmail about damage | \nDamaged – Order number | \n
| Return or exchange | \nEmail to start a return | \nReturn – Order number | \n
| Refund question | \nEmail about a refund | \nRefund – Order number | \n
| Sizing, or request a size chart | \nEmail about sizing | \nSize question | \n
| Planning a team order | \nEmail about a team order | \nTeam order question | \n
| Payment or checkout problem | \nEmail about checkout | \nCheckout problem | \n
| Privacy or your data | \nEmail about privacy | \nPrivacy request | \n
| Anything else | \nEmail a general question | \nGeneral question | \n
Replace “Order number” in the subject with your actual order number, which you will find in your order confirmation email.
\nChanges and cancellations are possible within 24 hours of placing the order, so send this one first and fast.
\nWe print exactly what is typed, so write corrected names in capitals and check them twice. See Cancel or Change an Order.
\nBefore writing, have a look at Order Tracking, which explains each status and the normal timing: 1–3 business days of processing and 7–14 business days in transit.
\nIf the printed text matches what was typed at checkout, it is printed as ordered. Your order confirmation email shows what was entered for each line, so it helps to compare against it before writing.
\nPlease keep the packaging until we reply.
\nReturns are accepted within 60 days from delivery. For change-of-mind returns we pay the return postage and send you a free return label. Please do not post anything back before we send the label. See Returns & Exchanges.
\nRefunds are issued within 7 days of receiving the return, or of confirming a cancellation, to your original payment method or as store credit that never expires. See the Refund Policy.
\nWe will help you plan, but orders are placed on the website, one cart line per player.
\nDo not include card numbers, even partly. The payment options available to you are shown at checkout; see Payment Methods.
\nSee the Privacy Policy for how we handle personal information.
\nFor your safety, please never include these in a ticket:
\nWe will never ask for any of these by email. If a message claiming to be from Jerzy asks for them, do not reply, and forward it to us.
\nIf you have not heard from us after one full business day, check spam and junk folders and search for “jerzy.shop”. If there is nothing, send the message again, ideally with smaller photo attachments.
\nPhotos sent with a damage or print claim are used only to deal with that claim. They are deleted 30 days after delivery. Normal phone photos are fine; there is no need for special lighting, just lay the jersey flat somewhere bright.
\nIf a team order has more than one problem, put them all in one email, one line per player. For example:
\nWe will answer every line in one reply. If you have two separate orders, send one ticket for each, so each thread stays tied to its own order number.
\nSubject: CHANGE – Order 5021. Body: “Hi, I placed this order two hours ago. Line 7, REYES 8, size M, should be REYES 18. Everything else is correct. Thanks, Dana.”
\nSubject: Print problem – Order 4870. Body: “The HAYES 17 full-button jersey, size XL, has a smudge across the 7. Two photos attached, whole jersey and close-up. The other eleven are fine.”
\nSubject: Size question. Body: “Ordering the youth soccer jersey for a squad of fourteen. Could you send a size chart? One player measures between YM and YL on a jersey she owns.”
\nIf your request fits more than one topic, choose the one with the tightest deadline. A wrong name noticed three hours after ordering is a change request first, because the 24-hour window matters more than anything else. A jersey that arrived damaged and is also the wrong size is a damage ticket first; mention the size in the same email and we will handle both together.
\nIf you are not sure which topic fits, use “General question”. Every ticket reaches the same inbox and is read by the same person, so the subject line only helps us see the urgency and context at a glance. A clear subject never slows anything down, and a missing one never means your email is ignored.
\nA quick check of the right page can answer your question straight away:
\nIf the page does not settle it, open a ticket. There is no such thing as a question too small; a short email now is better than a jersey that does not fit on game day.
\nTeams in Canada, Australia and New Zealand use exactly the same topics and the same address. Our reply time follows US business days, so allow for the time difference when you write. Please include your delivery country in every ticket, because it helps us check timing. Import duties, where they apply, depend on the destination country; if you have a question about them, use the “General question” topic before you order.
\nTo add information, reply to our last email rather than starting a new one. If you need to send more photos, attach them to that reply. If the situation changes, for example a parcel turns up after you reported it late, tell us in the same thread so we can close the ticket and stop any replacement.
\nWe can only discuss an order with the person who placed it, or from the email address used at checkout. If an assistant coach or parent needs to raise a ticket, ask the original buyer to send it, or to reply to our email and copy the other person in.
\nJerzy, 600 S Dearborn St Apt 1808, Chicago, IL 60605, US. Email: support@jerzy.shop. This is a correspondence address only; please do not post returns there.
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