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\nThis page is about the money side of Jerzoo returns, cancellations and problem orders: when we issue a refund, how much it is, and where it goes. To send an item back, follow the steps on Returns & Exchanges. To stop an order before it is made, see Cancel or Change an Order.
\n| Situation | \nRefund issued | \n
|---|---|
| Return of any item | \nWithin 7 days of the return reaching us | \n
| Cancellation within 24 hours | \nWithin 7 days of the cancellation being confirmed | \n
| Damaged, faulty or wrong item, refund chosen | \nWithin 7 days of the return reaching us, or of our confirmation if we do not need the item back | \n
| Order cancelled by us | \nWithin 7 days of our cancellation email | \n
“Issued” means we send the refund to your payment provider. After that, the time it takes to show in your account depends on your bank or payment provider, and is outside our control. If you do not see it after a reasonable time, write to us and we will send the refund reference so you can ask your provider.
\nYou get back the price you paid for the returned item, including any personalisation add-on you paid for it. Shipping to you was free, so there is no shipping charge to refund. Return postage is free too, because we send a prepaid label, so nothing is deducted for it. There are no restocking fees and no handling fees.
\nYou bought a custom adult jersey and paid for the optional back print add-on. You decide it is not for you and return it within 60 days with our free label. When the parcel reaches us, we refund the full jersey price plus the add-on, within 7 days.
\nIf you return two items from a family order of five, we refund the two items you returned. The rest of the order stays as it is.
\nRefunds go back to the payment method used at checkout. We cannot send a refund to a different card, account or person. If the original payment method is closed, contact your provider first; if they cannot help, write to us and we will look for a fair solution with you.
\nInstead of a refund, you can choose store credit. It is issued for the same amount and never expires, so it is useful when your kids will need the next size up next season. Ask for store credit in your return email. Once you have chosen credit and it has been issued, please tell us within a reasonable time if you change your mind and we will discuss it with you.
\nWhen someone returns a gift, the refund goes to the person who paid for the order, through their original payment method. If the gift recipient would rather keep the value, store credit can be issued to them instead.
\nIf we made a mistake, for example the number printed is not the one you typed or the size sent is not the one you ordered, you can choose a replacement or a refund. Send a photo and your order number to support@jerzoo.shop. Return postage is free. If we decide we do not need the item back, the refund is issued within 7 days of our confirmation email.
\nWe cannot refund a return that never reaches us, which is why we ask you to keep the drop-off receipt or tracking number. If a return gets lost on its way back, send us the tracking and we will investigate with the carrier. We may also get in touch if an item comes back clearly worn or washed; we will tell you what we found before deciding anything, and listen to your side.
\nIf you typed a spelling mistake into the name field and the item was printed exactly as typed, that is not a print error, but you can still return it within 60 days as a change-of-mind return and receive a refund.
\nJerzoo does not collect sales tax at checkout, so no sales tax is added to or refunded from your order. Import charges asked by your country on delivery are not paid to us; if you were asked to pay something like this and then return the item, contact us and we will help you understand what can be done, as this depends on the destination country.
\nIf something is wrong, please email us first. Most problems are solved quickly by email, and a refund from us usually reaches you faster than a dispute through a payment provider. If you have already opened a dispute, tell us so that we do not refund twice.
\nWe email you when your return arrives and again when the refund is issued. If you have not heard from us within 7 days of your tracking showing the return as delivered to us, write to us with your order number.
\nYes, within the 60-day return window and with the free label, the same as any other item.
\nYes. The add-on you paid is part of the item price and is refunded with it.
\nNo. Refunds only go to the original payment method, or as store credit if you ask.
\nNo. We send a free return label for every return.
\nYou ordered three adult jerseys and one kids jersey. The kids jersey is too small and you want the money back instead of a swap. You email us, we send a free label, you post the jersey, and within 7 days of the parcel reaching us the price of that one kids jersey is refunded. The three adult jerseys are not affected.
\nSome dogs love a jersey and some walk backwards out of it. If yours is the second kind, the jersey can come back within 60 days of delivery. As long as it has not been worn outdoors, the full price is refunded within 7 days of the return reaching us.
\nThe number on the back is 17 but you typed 71. We check your order. If what you typed was 71, it is our mistake: you choose a reprint or a refund, and we may not need the item back at all. If you typed 17, it was printed as typed; you can still return it as a change of mind within 60 days and get a full refund.
\n| Option | \nWhere the value goes | \nExpiry | \n
|---|---|---|
| Refund | \nOriginal payment method | \nNot applicable | \n
| Store credit | \nYour Jerzoo account or a code by email | \nNever expires | \n
If an order was paid partly with store credit and partly with another payment method, the refund is split the same way: the store credit part comes back as store credit, which never expires, and the rest goes back to the original payment method. We explain the split in the refund email so you can match it to your statement.
\nEvery refund is recorded on your order. You will see the refunded amount in your account under My Account, and you receive an email confirmation with the amount and date it was issued. Keep that email until the money shows on your statement. If anything does not add up, reply to the email and we will go through it line by line with you.
\nIf the return label tracking shows your parcel stuck or lost, send us the tracking number. We will follow it up with the carrier. Because each carrier investigation is different, we do not promise a fixed timeline, but we keep you informed by email and we do not leave the case open without news.
\nWhen we issue a refund, you receive an email with the order number, the items refunded, the amount and the date the refund was sent to your payment provider. If you chose store credit, the email shows the credit amount instead and explains how to use it at checkout. Because store credit never expires, there is no rush; it will still be there when your kids need the next size or the dog needs a winter bandana.
\nIf you asked for an exchange and the size or colour you wanted is no longer available, we offer you a refund or store credit instead. If you choose a refund, it is issued within 7 days of your return reaching us, the same as any other return. We tell you before you send anything back, so you are never left waiting for an exchange that cannot happen.
\nFor anything that is not about a refund, the Help Center collects our guides in one place, and the FAQs answer quick questions about sizes, personalisation and delivery. If you need to change an order rather than return it, start with Cancel or Change an Order.
\nFor any refund question email support@jerzoo.shop with your order number. We reply within 24 hours on business days. Jerzoo, 4477 Preserve Dr, Hoover, AL 35226, US. See also Payment Methods and Terms of Service.
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