Contact Us
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Questions about a soccer jersey, a size, a name on the back or a parcel on its way? Jersey Loft support works by email, and a real reply comes back within 24 hours on business days. This page gives you the address, tells you what to put in your message so we can answer in one go, and points you to the page that may already have your answer.
How to reach Jersey Loft
- Email: support@jerseyloft.shop
- Reply time: within 24 hours on business days.
- Support is by email only. There is no phone line and no live chat.
- Prefer a ready-made subject line? Use the Submit Ticket page.
- Changes and cancellations must reach us within 24 hours of placing the order.
- Never send card numbers, bank details or passwords by email.
Email us: the one channel we use
Every customer question goes to support@jerseyloft.shop. Keeping support in one inbox means nothing gets lost between channels, every reply stays in writing, and you have a record of what we agreed. We reply within 24 hours on business days. A message sent on a Saturday morning is answered on the next business day.
Why email and not a phone line
Most questions we receive involve details that are easier to get right in writing: the exact spelling of a name for the back of the shirt, a size swap from L to XL, a delivery address in Australia, or a photo of something that arrived wrong. Email lets you attach that photo, copy the spelling exactly and keep the answer for later. It also means we can check your order properly before replying instead of guessing on the spot.
Open a ticket instead
If you like a structured approach, our Submit Ticket page lists every request type with a pre-filled subject line and a checklist of what to include. It sends to the same inbox, so choose whichever is easier for you.
What to include so we can answer first time
The fastest replies come from messages that already contain everything we need. Before you press send, check that your email includes:
- Your order number, from your confirmation email or My Account. Without it we have to search by name, which takes longer.
- The name and email used at checkout, if you are writing from a different email address.
- The product and size, for example “Adult L Custom Name and Number jersey”.
- What you would like us to do: change, cancel, return, exchange, check on a parcel, or answer a product question.
- Photos, when something arrived damaged, misprinted or different from what you ordered. A clear photo of the item and of the shipping label helps.
- Exact text, for personalisation questions. Type the name, number and initials exactly as you want them, in capitals if that is how they should print.
What never to send
We will never ask you for a full card number, a security code, online banking details, a password or a one-time login code. If an email claiming to be from Jersey Loft asks for any of these, it is not from us; please do not reply to it and forward it to support@jerseyloft.shop so we know.
Find the right page for your question
Many answers are already written up in detail. The table below matches common questions to the page that covers them, and tells you when it is still worth emailing us.
| Your question | Page to read | Email us when |
|---|---|---|
| Where is my order? | Order Tracking | The status has not changed for longer than you expected |
| How long will delivery take? | Shipping & Delivery | You need to check timing for a specific date |
| I need a different size or a spelling fix | Cancel or Change an Order | Always, within 24 hours of placing the order |
| I want to send something back | Returns & Exchanges | You are ready to start a return within 60 days |
| When will I get my money back? | Refund Policy | More than 7 days have passed since we received your return |
| Which size should I pick? | Size Guide | You are between two sizes and want a second opinion |
| How does checkout payment work? | Payment Methods | A payment failed or was taken twice |
| General product questions | FAQs and Help Center | Your question is not covered there |
| Can you print this name or crest? | Intellectual Property Policy | You want us to check before you order |
| How is my data used? | Privacy Policy | You want a copy of your data or want it deleted |
Common reasons customers write to us
A change inside the 24-hour window
A five-a-side player orders an Adult L Custom Name and Number jersey at lunchtime, tries on a teammate’s shirt that evening and realises XL would sit better. Six hours after ordering, that is well inside the window: one email with the order number and “please change L to XL” is all it takes. Had the same player noticed two days later, the order would already be in production, and the route would be a return and a new order instead.
A spelling slip in the name field
We print exactly what is typed, and no proof is sent before production. If you entered OLUWASUEN when you meant OLUWASEUN, email us within 24 hours with the correct spelling written out in capitals. We will update the order before it is printed. After that window, the return route applies.
Checking on a parcel abroad
Orders take 1-3 business days to process and 7-14 business days in transit to the US, Canada, Australia and New Zealand, all shipped from the USA. A parcel heading to Perth or Auckland can use the full 14 business days. If the timeline has passed and your order still is not with you, email us with the order number and we will look into it and help.
Something arrived wrong
If a jersey arrives damaged, misprinted or different from your order, email a photo with your order number. Contact us and we will help put it right. Photos you send are used only to resolve that order and are deleted 30 days after delivery.
A question before you buy
Goalkeepers often ask whether to size up for elbow pads under the Neon Long Sleeve or the Splatter Short Sleeve GK jersey. That is a personal choice, and the best guide is a shirt you already own and like the fit of. We are happy to talk it through by email, and the Goalkeeper Jerseys collection lists each design’s sleeve length and collar.
A personalisation question before checkout
The Design Your Crest jersey takes up to 3 crest initials and a choice of Round, Shield or Diamond. Customers sometimes ask whether “AFC” for their Sunday side is allowed, or how “JL” looks in a Diamond crest. Generic initials are fine, and the live preview shows the result as you type. What we cannot do is set initials so they copy a real club’s badge. If you are unsure, email us the letters and shape before you order and we will confirm.
The sleeve number add-on
On the adult Custom Name and Number jersey, the “Number on the sleeve too” tick box adds the add-on price shown next to it, and only when ticked. If you meant to tick it and did not, or ticked it by mistake, email us within 24 hours of ordering and we will adjust the order and the charge.
A gift going to another address
Ordering a personalised hoodie and a Kit Room mug for a coach’s birthday, delivered to a different US address? You can enter any delivery address in the US, Canada, Australia or New Zealand at checkout. If you notice the address is wrong after ordering, email us within 24 hours with the correct address in full so we can update it before the parcel ships.
Starting a return
Say a Tropical Leaf Away jersey arrives and you simply change your mind. You have 60 days, the return label is free, and there is no restocking fee, personalised items included. Email us with your order number and the item you are sending back, and we will email the free return label with instructions. Once we receive the return, your refund reaches the original payment method within 7 days, or you can ask for store credit that never expires. The full process is on our Returns & Exchanges page.
Matching parent and child kits
Parents often write in when building a matching set, such as a Youth M Custom Youth jersey for a young player and an adult Laurel Crest Classic for themselves. Youth XS to XL is offered on youth products and on some adult designs, so check each product page for the sizes it lists. If you are not sure which youth size to choose, compare with a top your child already wears comfortably, and email us if you would like a second opinion.
What happens after you email
| Step | What happens | Timing |
|---|---|---|
| You send | Your email arrives in the support inbox | Any time, any day |
| We read and check | We look up your order and the details you sent | Business days |
| We reply | An answer, a next step, or a question if something is missing | Within 24 hours on business days |
| Follow-up | Reply in the same thread so the history stays together | Whenever you are ready |
Please reply in the same email thread rather than starting a new message. It keeps your order history in one place and avoids duplicate answers. If you have not heard back within 24 hours on a business day, check your spam or promotions folder for a message from support@jerseyloft.shop, then write again.
Your messages and your privacy
What you send to support is used to answer you and to handle your order, nothing else. Photos you attach about an order problem are deleted 30 days after delivery. If you want to know what personal information we hold about you, or want it corrected or deleted, email us and say so in the subject line. Our Privacy Policy explains your rights in full.
Making sure our replies reach you
- Add support@jerseyloft.shop to your contacts so replies are less likely to land in spam.
- Check your promotions or updates tab if you use one; order emails sometimes end up there.
- Double-check the email address you typed at checkout. A single wrong letter means order emails and our replies go nowhere, so tell us the correct address if you spot a mistake.
Requests we cannot help with
A few things are outside what Jersey Loft can do, and it is better to say so up front:
- Printing a real club’s name, crest or badge, a national team crest, a league mark or a professional player’s name and number. Our designs are generic; personalisation is for your own name, number and initials.
- Shipping to countries other than the US, Canada, Australia and New Zealand.
- Sending a proof or mockup before printing. The live preview on the product page is what we print.
- Taking orders or payments by email. Every order goes through checkout on the site.
- Large team uniform contracts. We are a retail store for individuals and families; a small group can still place one order with several items.
Business details
Jersey Loft, 70 Cobbleridge Lane, Manorville, NY 11949, US. This is our business identity for legal and correspondence purposes. For returns, please use the free return label we email you rather than posting items to this address. All customer support is handled by email at support@jerseyloft.shop.
New to the store? Read About Jersey Loft for how ordering and personalisation work, or head to the Shop to pick your next matchday shirt.