Submit a Ticket

Last updated: November 8, 2026

How tickets work at Jerzy

A 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.

The 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.

Our 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.

Choose your topic

Replace “Order number” in the subject with your actual order number, which you will find in your order confirmation email.

What to include for each topic

Change or cancel an order

Changes and cancellations are possible within 24 hours of placing the order, so send this one first and fast.

• Order number.
• Which cart line: player name, number and size as ordered.
• Exactly what should change, written out in full: for example “Name OKAFRO should be OKAFOR” or “Size YM should be YL”.
• If cancelling, whether it is the whole order or one player’s line.

We print exactly what is typed, so write corrected names in capitals and check them twice. See Cancel or Change an Order.

Where is my order?

• Order number and the date you ordered.
• Delivery country.
• What the tracking shows, if tracking was emailed to you.
• Anything you have already checked, such as the address or neighbours.

Before 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.

Print problem

• Order number.
• The affected player’s line: name, number, size.
• One photo of the whole jersey and one close-up of the problem.
• A short description: smudged number, letter missing, text different from what was typed.

If 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.

Wrong item or wrong colour

• Order number.
• What you ordered and what you received.
• A photo of the item next to the packing slip.

Damaged on arrival

• Order number.
• Photos of the outer packaging and of the damaged item.
• Which player’s jersey is affected.

Please keep the packaging until we reply.

Return or exchange

• Order number and the delivery date.
• Which items you are returning.
• Whether you want a refund, store credit or a different size.
• The reason, in a sentence.

Returns 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.

Refund question

• Order number.
• The date your return was delivered to us, or the date your cancellation was confirmed.

Refunds 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.

Sizing, or a size chart request

• The product you are looking at.
• The player’s usual size and, if you have it, the chest width and length of a jersey that fits them, measured as described in the Size Guide.
• Whether you would like us to email a size chart.

Planning a team order

• The products and colours you are considering.
• Rough numbers of adult and youth sizes.
• Delivery country.
• The date of your first game or tournament.

We will help you plan, but orders are placed on the website, one cart line per player.

Payment or checkout problem

• A screenshot of the error message.
• The device and browser you were using.
• Whether money appears to have left your account.

Do not include card numbers, even partly. The payment options available to you are shown at checkout; see Payment Methods.

Privacy or your data

• What you are asking for, such as a copy of your details or deletion.
• Send it from the email address you used with us, so we can confirm it is you.

See the Privacy Policy for how we handle personal information.

What not to send

For your safety, please never include these in a ticket:

• card numbers, security codes or expiry dates;
• bank account details;
• passwords or one-time codes;
• government ID numbers.

We 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.

What happens after you send a ticket

1. We receive it. There is no automatic reply; our personal reply is your confirmation.
2. We look up your order and read the details and photos.
3. We reply within 24 hours on business days with an answer, a next step, or one specific question if something is missing.
4. We follow it through in the same thread: a change made, a return label sent, a refund issued or a replacement arranged.
5. We close it in writing, so you have a record of the outcome.

If 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.

About the photos you send

Photos 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.

One ticket per order

If a team order has more than one problem, put them all in one email, one line per player. For example:

• PARKER 23, size L: number smudged.
• AVA 11, size YM: needs YL instead.

We 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.

Examples of a complete ticket

Change within 24 hours

Subject: 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.”

Print problem

Subject: 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.”

Size chart request

Subject: 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.”

Choosing the right topic

If 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.

If 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.

Before you open a ticket

A quick check of the right page can answer your question straight away:

• Timing and destinations: Shipping & Delivery covers processing of 1–3 business days, transit of 7–14 business days and free shipping to the US, Canada, Australia and New Zealand.
• Status meanings: Order Tracking explains every stage, from Processing to Delivered.
• Personalisation: the FAQs cover name and team word limits of 12 characters, numbers 0–99 and the add-on prices.
• Sizes: the Size Guide explains adult S–3XL, youth YS–YXL and how to measure a jersey you own.

If 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.

Tickets for teams outside the US

Teams 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.

Following up on a ticket

To 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.

If someone else is writing for the team

We 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.

Our details

Jerzy, 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.

Other help

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