Last updated:
\nEach link below opens a new email addressed to us. The subject line tells us what the ticket is about before we open it, so it lands with the right context. Add your order number to the end of the subject if you have one, then write your message.
\nFor a change of size, colourway, name, number or address, or a cancellation. Remember the window is 24 hours from placing the order, so open this ticket as soon as you notice.
\nOpen a change or cancel ticket
\nFor questions before you order about what fits in the Name on back field (up to 12 characters), the Number on back (0 to 99) or the optional Front word (up to 10 characters), or about how something looks in the live preview.
\n\nFor a parcel that seems late, tracking that has stopped moving, or a parcel marked delivered that you cannot find. Try the Order Tracking page first; if that does not answer it, open this ticket.
\n\nFor an item that arrived damaged, the wrong size or colourway compared with your confirmation, or with lettering that does not match what you typed.
\n\nTo start a return within 60 days, or swap for another size or colourway. We email you a free return label for change-of-mind returns.
\nOpen a return or exchange ticket
\nFor questions about a refund after we have received your return. Refunds are issued within 7 days of receiving it.
\n\nFor help choosing a size, or to ask for exact measurements of a specific product and size.
\n\nFor a payment that did not go through, a duplicate charge, or a checkout error. Describe what you saw, but never include card or bank numbers.
\n\nPlanning several personalised jerseys for a rec team, a family reunion or a group trip? Tell us how many and which styles before you order.
\n\nFor help with your account, or to ask what personal data we hold, correct it or delete it.
\nOpen an account or privacy ticket
\nFor anything that does not fit above, including product questions and feedback.
\n\nSome browsers and computers have no default email app set up, so clicking a link does nothing. In that case, open your usual email (on the web or your phone), start a new message to support@jersa.shop, and copy the category name above into the subject, for example “Return or exchange request”. It reaches us exactly the same way.
\nA complete first email means we can answer in one reply rather than asking questions back and forth. Use this table as a checklist.
\n| Category | \nRequired | \nHelpful extras | \n
|---|---|---|
| Change or cancel | \nOrder number; the exact change (for example, number 17 instead of 71) | \nThe time you placed the order | \n
| Personalisation | \nProduct name; the text you want to use | \nA screenshot of the live preview | \n
| Where is my order | \nOrder number; what the tracking currently shows | \nDestination country | \n
| Item problem | \nOrder number; which item; what is wrong | \nA photo of the issue and the label | \n
| Return or exchange | \nOrder number; item; refund or new size/colourway | \nThe reason, so we can improve fit notes | \n
| Refund | \nOrder number; date you sent the return | \nReturn tracking details | \n
| Sizing | \nProduct name; your usual size | \nMeasurements of a shirt you like | \n
| Payment | \nOrder number if any; what message you saw | \nTime of the attempt; no card numbers | \n
| Group order | \nStyles and approximate quantity | \nWhen you need them | \n
| Account or privacy | \nThe email on the account; what you are asking for | \nOrder numbers linked to the request | \n
Keep the pre-filled subject and add your order number to the end. “Return or exchange request 10452” is easier to match to your order than “Hi”.
\nFor a damaged item or a lettering problem, a photo usually settles things in one reply. Lay the jersey flat in good light, photograph the whole back so we can see the name and number, then a close-up of the issue. We delete photos you send us 30 days after delivery.
\nFor your safety, please never put any of the following in an email to us, even if someone claiming to be us asks for it:
\nWe will never ask you for these by email. If a message asks for them, do not reply to it.
\n| Step | \nTiming | \n
|---|---|
| First reply to any ticket | \nWithin 24 hours, business days | \n
| Order change or cancellation | \nPossible within 24 hours of placing the order | \n
| Return window | \n60 days | \n
| Refund after your return arrives | \nWithin 7 days | \n
Business days are Monday to Friday, excluding public holidays. A ticket sent on Saturday evening is answered within 24 business hours after we open on Monday. If your question is about a change to a new order, send it anyway as soon as you can: the 24-hour change window counts from the moment you placed the order, and the timestamp on your email shows when you asked.
\nCheck your spam and promotions folders for an email from support@jersa.shop. If it is not there, reply to your own sent email so the thread stays together, and mention you have not heard back.
\nSubject: Change or cancel my order 10452. “Hi, I ordered the Custom Name & Number Retro Basketball Tank in Teal an hour ago with number 32. It should be 23. Name is fine. Thanks.”
\nSubject: Sizing help. “I wear a large tee and want the Pullover Chest Stripe Baseball Jersey in Navy. Could you send the chest and length measurements for L and XL?”
\nSubject: Return or exchange request 10388. “The Jersey Stripe Pullover Hoodie in Maroon is a bit roomy. I would like to swap the XL for an L.”
\nSubject: Team or group order. “Our pickup hockey group wants 14 lace-up jerseys in Forest, each with a different name and number, by mid-January. What is the best way to order?”
\nSubject: Problem with an item I received 10511. “My button-front baseball jersey arrived with the name printed as REYES but my confirmation shows REYNA. Photos of the back and of my confirmation email are attached.” In a case like this we compare what you typed with what was printed and reply with the next steps for your order.
\nSubject: Where is my order 10477. “Ordered three weeks ago, shipping to Calgary. Tracking has said in transit for nine days with no new scans.” We check the tracking with you and tell you what we are doing about it.
\nTickets are read by the Jersa support inbox at support@jersa.shop and nowhere else. We use what you send only to answer your question and handle your order, as described in our Privacy Policy. If you ask us to delete the personal details in your messages, open an account or privacy ticket and say so; we will reply to confirm what we have done. Messages about an open order are kept with that order so anyone answering you later can see the full history.
\nMany answers are already on the site. The FAQs cover personalisation limits, sizes and timing; the Help Center lays out every stage of an order; and the policy pages give the detail:
\nEmail support@jersa.shop or see Contact Us. Jersa, 7508 Crooked Creek Dr SW, Byron Center, MI 49315, US. We support customers by email only and reply within 24 hours on business days.
\n","visible_characters":10079,"meta_description":"Open a Jersa support request by email for orders, personalisation, sizing, returns or refunds. Pick a topic, include your order number, reply in 24 hours.","parent":null,"published_at":"2026-11-08T01:04:19+00:00","updated_at":"2026-11-08T01:04:19+00:00"}}