Cancel or Change an Order
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Picked the wrong size the night before training? Spotted a typo in the name on the back of the shirt? This page explains how to cancel a Jersey Loft order or change it, what can still be changed, how the 24-hour window works and what happens if you miss it. It applies to every order placed on jerseyloft.shop. Questions are answered by email at support@jerseyloft.shop, and we reply within 24 hours on business days.
Cancellations and changes in brief
- Window: you can cancel or change your order within 24 hours of placing it.
- How: email us with your order number and exactly what you want to change or cancel.
- What you can change: size, design, quantity, items, shipping address and personalisation such as the name on back, number, lettering colour, crest initials and crest shape.
- After 24 hours: the order goes ahead as placed; once it arrives you can return it within 60 days with a free return label.
- Refunds: a cancelled order is refunded in full to your original payment method.
The 24-hour window, explained
You have 24 hours from the moment you place your order to email us a cancellation or a change. The clock starts at the time shown on your order confirmation email, and it runs every hour of the day, including weekends and public holidays. An order placed at 8 p.m. on a Saturday can be changed until 8 p.m. on Sunday.
We set the window at 24 hours because preparation starts quickly. Every order takes 1-3 business days to prepare before it ships from the USA, and personalised jerseys are printed exactly as typed, with no proof or mockup step in between. Once preparation is under way, a jersey with your name and number cannot be turned into a different size or a different name.
Your email is what counts
The time we look at is when your email reaches support@jerseyloft.shop. As long as your request arrives inside the 24 hours, it counts, even if our reply comes later. Your change or cancellation is confirmed when you receive our reply.
How to ask for a cancellation or change
- Find your order number in the order confirmation email or in My Account.
- Email support@jerseyloft.shop with “Cancel” or “Change” and your order number in the subject line. You can also route your request through the Submit a Ticket page.
- In the message, write exactly what you want: the item, the current choice and the new choice. For personalisation, type the new text exactly as it should be printed.
- Send it from the email address you used at checkout, so we can match it to your order.
- Wait for our confirmation email. We reply within 24 hours on business days.
Write the personalisation the way you want it printed
For a name change, write the full name on its own line in capitals, as it should appear across the back of the shirt, up to 12 letters. For a number, give one number from 0 to 99. For lettering colour, choose White, Black or Gold. On the Design Your Crest jersey, give up to 3 crest initials and one crest shape: Round, Shield or Diamond. Clear instructions let us make the change in one go.
What can be changed within 24 hours
| What you want to change | Example | Within 24 hours | After 24 hours |
|---|---|---|---|
| Size | Adult L to Adult XL | We change it | Return within 60 days and reorder |
| Name on back | OLUWASUEN to OLUWASEUN | We correct it | Printed as typed; return within 60 days |
| Number or lettering colour | Number 7 to 17, White to Gold | We change it | Printed as typed; return within 60 days |
| Crest initials or shape | JL to AFC, Round to Shield | We change it | Printed as chosen; return within 60 days |
| Design or item | Splatter GK jersey to Neon Long Sleeve GK jersey | We swap it, adjusting any price difference | Return within 60 days and reorder |
| Shipping address | Correct a postcode or unit number | We update it | Contact us and we will help |
| Whole order | Cancel everything | Cancelled and refunded in full | Return within 60 days once it arrives |
When a change affects the price
Some changes move the price. Adult jerseys in 2XL, 3XL and 4XL cost a little more than smaller sizes, and the “Number on the sleeve too” option on the adult custom jersey adds the add-on price shown next to it. If your change costs more, we tell you the difference and only go ahead once you agree. If your change costs less, we refund the difference to your original payment method.
Real situations from the touchline
A size swap six hours later
A five-a-side player orders an Adult L Custom Name and Number jersey on Monday morning. That afternoon they try on a teammate’s shirt and prefer a looser feel, and six hours after ordering the player emails us to switch to an XL. That is inside the 24-hour window, so we change the size and confirm by email. The same player noticing the issue two days later would be outside the window. The jersey would then be produced as an L, and the route would be our 60-day return, with a free return label, followed by a new order in XL.
A typo in the name on back
A parent orders a jersey with “OLUWASUEN” typed in the Name on back field when the name is “OLUWASEUN”. Because we print exactly what is typed and do not send a proof, the jersey would arrive with the typo. Caught within 24 hours, it is a quick fix: email us with the correct spelling and we update the order before production. This is why we suggest reading the live preview on the product page letter by letter before you add a personalised jersey to your cart.
Changing your mind on the crest
A customer designs a crest with the initials “JL” in a Round shape, then decides “AFC” in a Shield suits their Sunday league side better. Inside 24 hours we can make that change. One thing we cannot do, at any stage, is turn the crest into a look-alike of a real club’s badge. Our crests are generic designs built from your own initials and the three shapes on offer.
Adding an item for the coach
You can add items too. If you ordered a kit set for a younger player and want to add a quarter-zip training top for their coach, email us within 24 hours with the item, size and colourway. We confirm the extra amount and add it once you agree. Shipping stays free.
Changes to gift and group orders
Gift orders often change after checkout, because the plan changes rather than the product. A few points help these go smoothly.
Sending a gift to a new address
If you ordered a personalised hoodie and a Kit Room mug for a coach’s birthday and then learn the coach has moved, email us within 24 hours with the new address in full, including any unit number and the ZIP or postal code. We update the order and confirm by email. The billing address and payment stay the same.
One order, several players
A small group can place one order with several jerseys, each with its own name, number and size. If one player’s details change inside the 24-hour window, tell us which line of the order to edit, quoting the current name and number so we change the right jersey. If a player drops out, we can cancel that one item and refund its price while the others go ahead.
Splitting an order between two addresses
Each order ships to one address. If you need a youth jersey at home and an adult jersey at the grandparents’ house in Canada, email us within 24 hours: we cancel the item that needs to go elsewhere and refund it, and you place a second order for that address.
When the 24 hours have passed
After 24 hours we can no longer cancel or change your order. It goes ahead exactly as placed, ships from the USA after its 1-3 business day preparation and arrives within 7-14 business days in transit to the US, Canada, Australia or New Zealand. See our Shipping & Delivery page for the full timeline.
Missing the window does not leave you stuck. Once the order arrives, you have 60 days to send it back for any reason. Change-of-mind returns come with a free return label, personalised items are included, and there is no restocking fee. When we receive the return, your refund is issued within 7 days to your original payment method, or you can ask for store credit, which never expires. Read the steps in our Returns & Exchanges Policy.
Address problems after the window
If you realise after 24 hours that the shipping address is wrong, email us as soon as possible anyway. Contact us and we will help with whatever options remain for your parcel.
Refunds for cancelled orders
When we confirm a cancellation, we refund the full amount you paid for the order to your original payment method. Shipping is free, so there is no shipping charge to refund or deduct. Your payment provider decides how long the refund takes to appear on your statement. If you would rather keep the value with us for a later order, ask for store credit instead; it never expires. The money side is covered in detail in our Refund Policy, and payment questions in Payment Methods.
Cancelling part of an order
If you ordered several items and only want to cancel one, for example keeping two youth jerseys and cancelling the matching beanie, tell us which item to remove. We cancel that item and refund its price, and the rest of the order goes ahead as normal.
When Jersey Loft has to cancel or pause an order
Occasionally we need to cancel an order ourselves or ask you a question before it goes ahead. We email you if any of these apply:
- The personalisation asks for something we cannot print. We cannot print real team names, club or national team crests, league names, players’ names and numbers, logos or trademarks. A request such as a famous player’s name with his shirt number, or a real club’s badge, will not be produced. We ask you for your own name, number or initials instead, or cancel the item and refund it in full.
- The payment cannot be confirmed. We ask you to try again, or cancel and refund the order if the payment did go through.
- The address is outside our delivery area or incomplete. We ship only to the US, Canada, Australia and New Zealand, and we will ask you to confirm a full address.
- A price was shown incorrectly. We tell you the correct price and you choose whether to continue or cancel with a full refund.
Tips that save a change request
- Compare the size you are choosing with a shirt you already own, and read the Size Guide before you order.
- Goalkeepers planning to wear elbow pads under a long sleeve jersey can decide on sizing before checkout rather than after; it is a personal choice.
- Read the live preview on the product page slowly. Names are printed in capitals, so check double letters and vowel order.
- Only tick “Number on the sleeve too” if you want a sleeve number; the add-on is charged only when ticked.
- For a group of players ordering together, collect every name, number and size in one list before checkout, and check it once more against the cart.
Need to change something now?
Email support@jerseyloft.shop with your order number in the subject line. We support customers by email only and reply within 24 hours on business days. You can check the status of an order on the Order Tracking page, and the FAQs and Help Center answer most common questions.
Jersey Loft, 70 Cobbleridge Lane, Manorville, NY 11949, US.