Submit Ticket

Last updated: November 1, 2026

Need help with an order, a name on the back or a return? Open a support ticket here. Each ticket type below opens a new email to support@jerseyloft.shop with the subject line already filled in, so your request lands in the right place and we can answer without back-and-forth. There is no form to fill in on this page and nothing is stored here: your ticket is simply an email from your own mail app, and we reply within 24 hours on business days.

How a Jersey Loft ticket works

1. Choose a ticket type from the list below. If none fits, use the general question ticket.
2. Click the link. Your email app opens a new message to support@jerseyloft.shop with a subject such as “Ticket: Change my order”.
3. Fill in the details listed for that ticket type, add your order number to the subject line after the ticket name, and attach photos if they help.
4. Send it. Your email is your ticket. Keep it, because the reply will come back in the same thread.
5. We reply within 24 hours on business days with an answer, the next step, or a short question if something is missing.

If the links do not open your email app

Some browsers and work computers are not set up to open mail links. In that case, write a new email to support@jerseyloft.shop yourself and copy the subject from the ticket table below, for example “Ticket: Return or exchange”. The result is exactly the same.

Ticket types and where each one goes

Order changes and cancellations

These tickets are time-sensitive. A change or cancellation must reach us within 24 hours of placing the order, because personalised items go into production soon after and we print exactly what was typed.

Change my order

Open a “Change my order” ticket

Include your order number, the item you want to change and the new choice: size, lettering colour, crest shape or delivery address. Example: a five-a-side player orders an Adult L Custom Name and Number jersey and, six hours later, decides XL fits better over a base layer. The ticket reads “Order number, Adult L to Adult XL, nothing else changes.” Inside the 24-hour window we update it. If the same request arrives two days later, the jersey is already in production, so the route becomes a return within 60 days and a new order for the XL.

Cancel my order

Open a “Cancel my order” ticket

Give your order number and say whether you want to cancel the whole order or one item. Write from the email address used at checkout, or tell us the name on the order, so we can confirm it is yours. We reply to confirm the cancellation and the refund to your original payment method.

Fix a name, number or initials

Open a “Personalisation fix” ticket

No proof is sent before printing, so this ticket matters. Write the field name and the corrected text exactly as it should print, in capitals. Example: “Name on back: OLUWASEUN (typed as OLUWASUEN).” For the number field, give the corrected number between 0 and 99. For the Design Your Crest jersey, give up to 3 crest initials and the crest shape, Round, Shield or Diamond. If you meant to tick “Number on the sleeve too” and did not, say so, and we will add it and the add-on charge shown on the product page.

Order status and delivery

Where is my order?

Open an “Order status” ticket

Before opening this one, check your order in My Account or on the Order Tracking page. Orders take 1-3 business days to process and 7-14 business days in transit to the US, Canada, Australia and New Zealand, and all ship from the USA. A parcel to Australia or New Zealand can take the full 14 business days. If that time has passed, open the ticket with your order number and the delivery country, and we will look into it and help.

Address problems

Spotted a typo in the street name or postcode? Use the “Change my order” ticket within 24 hours and write the full corrected address. If the order has already shipped, still tell us: contact us and we will help with what can be done.

Returns, exchanges and refunds

Return or exchange

Open a “Return or exchange” ticket

You have 60 days, the return label is free, and there is no restocking fee, personalised items included. Tell us your order number, which item is coming back and whether you want a refund, store credit or a different size. Example: a Tropical Leaf Away jersey arrives, looks great, but is not quite what you pictured. Open the ticket, we email the free return label, and you send it back.

Refund or store credit

Open a “Refund question” ticket

Refunds go to the original payment method within 7 days of receiving your return. Store credit is available on request instead and never expires. Use this ticket if you want to switch between the two, or if more than 7 days have passed since your return was received and you cannot see the refund.

Damaged, misprinted or wrong item

Open a “Problem with my item” ticket

Attach a clear photo of the problem, a photo of the whole item and, if possible, the shipping label. Describe what you expected and what arrived, for example “ordered Youth M, received Youth S”. Contact us and we will help put it right. Photos are used only to resolve your order and are deleted 30 days after delivery.

Questions before or after you buy

Size or product question

Open a “Product question” ticket

Tell us which product you are looking at and what you want to know. A goalkeeper choosing between the Neon Long Sleeve and Splatter Short Sleeve GK jersey might ask whether to size up for elbow pads underneath. That is a personal choice, and comparing with a shirt you already own is the best guide; our Size Guide walks through how to do it. Questions about whether a name or set of initials can be printed also go here. We print your own name, number and initials only, never a real team’s name, crest or a professional player’s name.

Payment problem

Open a “Payment problem” ticket

Describe what happened, for example a declined payment or a charge you do not recognise, and the date and amount. Never include card numbers, security codes or bank login details. We can investigate with the order number, the date and how the charge appears on your statement.

General question

Open a “General question” ticket

For anything that does not fit the other types, such as a gift order with a personalised hoodie and a Kit Room mug going to a different address, or a question about our Kids & Youth Kits. The FAQs and Help Center may already have the answer.

Privacy and rights requests

Privacy request

Open a “Privacy request” ticket

Ask for a copy of the personal information we hold, a correction, or deletion. Write from the email address linked to your orders so we can confirm the request is yours. Our Privacy Policy explains what we keep and why.

Copyright and intellectual property

Copyright notices follow the process on our DMCA page and use the subject “Copyright notice”. Trademark, crest and publicity concerns follow our Intellectual Property Policy and use the subject “IP concern”.

Writing a ticket we can solve in one reply

The quickest tickets answer the questions we would otherwise have to ask. Here is what a complete “Personalisation fix” ticket looks like, laid out as a short list in the body of the email:

• Subject: Ticket: Personalisation fix, followed by your order number.
• Product: Custom Youth jersey, Youth M.
• Field to change: Name on back.
• Currently typed: MAYA R. Should print: MAYA.
• Everything else stays the same: number 9, White lettering.
• Ordered: this morning, inside the 24-hour window.

With all of that in one message, we can make the change and confirm it without a single follow-up question.

Tickets for orders outside the US

Orders to Canada, Australia and New Zealand ship free from the USA, like orders within the US. If you are sending a gift abroad, for example a Youth jersey for a grandchild’s end-of-season party in Canada, include the delivery country in your ticket so we can give you an answer that fits. Questions about import charges are welcome too: duties and taxes depend on the destination country, so tell us where the parcel is going and we will share what we can.

Tickets from someone other than the buyer

If you received a Jersey Loft order as a gift and something is not right, you can open a ticket too. Tell us the name of the person who placed the order and the delivery address, so we can find it. For refunds, the money always goes back to the original payment method, so we may also contact the buyer.

After you send your ticket

One ticket per issue keeps things quick. If you have two separate requests, for example a size change on one order and a return on another, open two tickets so each one has its own thread. If no reply arrives within 24 hours on a business day, check spam or promotions for a message from support@jerseyloft.shop before writing again.

Keep your ticket safe

A ticket never needs sensitive financial or login information. Jersey Loft will never ask you to email a full card number, a security code, online banking details, a password or a one-time code. If a message claiming to be from us asks for any of these, do not reply; forward it to support@jerseyloft.shop instead.

Jersey Loft, 70 Cobbleridge Lane, Manorville, NY 11949, US. Support is by email at support@jerseyloft.shop. For other ways to find answers, see Contact Us.