Custom Jersey FAQs

Find quick answers about personalizing a jersey, placing an order and getting help after delivery.

Personalization and sizing

How do I add a name and number?

Choose a jersey, select an available size and enter your name and number in the product page’s personalization fields. Check the spelling and digits before adding it to your cart. Options depend on the listing.

How do I choose my size?

Use the sizing information provided for the particular jersey. Compare the measurements with a jersey you already own, and contact us before ordering if you are uncertain about the fit.

Can you change a size or personalization after ordering?

Email us immediately with your order number and the correction needed. We will check whether a change is possible before production. Changes and cancellations are not guaranteed once an order is confirmed.

Shipping and tracking

Where does Heretro ship?

We currently ship within the United States only.

When will my jersey arrive?

The general estimated delivery time for U.S. orders is 10–20 days during regular periods. Processing is usually 5–7 days, depending on the product and order. Holidays and carrier delays may extend these estimates. Read the Shipping Policy for details.

How much is shipping?

We offer free standard shipping and a paid express option. The available options and any express shipping cost appear at checkout before payment.

How do I track an order?

Use the tracking link in your shipping confirmation email. Tracking updates may take time to appear after dispatch. If you cannot find your tracking email or an update is missing, contact us with your order number.

What if I entered the wrong address?

Contact us as soon as you notice the error. We will check whether the address can still be corrected before shipment. Once dispatched, an address change may not be possible.

What if tracking says delivered, or my package is returned?

If a delivered parcel cannot be found, check the address and contact the carrier, then email us if the issue remains unresolved. If an order is returned to sender as undeliverable, we reship it at no extra cost; contact us to confirm the address.

Payments

Which payment methods do you accept?

You can pay by credit or debit card through Stripe, or choose PayPal. The methods and supported card options available for your order are shown at checkout. Prices are listed in U.S. dollars. See our Billing Terms & Conditions for details.

What should I do if payment is declined?

Check the message at checkout, your billing details and any verification requested by your bank or payment provider. Try another available method if needed. If you are unsure whether an order was placed, check for a confirmation email and contact us before trying again.

Returns, exchanges and care

Can I return a personalized jersey?

Personalized and special products are eligible for exchange only. Change-of-mind returns and refunds are not accepted. Contact us within 30 days of delivery before sending an item back. See the Return & Refund Policy for eligibility and fees.

What if my jersey is defective or incorrect?

Email us your order number and clear photos of the problem. For an error or defect on our part, we arrange the required replacement and return shipping without extra cost. Defective items do not need to be returned; a wrong item may require a tracked return using our supplied label.

How are approved refunds paid?

Approved refunds are issued through the original payment method: Stripe for card payments or PayPal for PayPal payments. Heretro issues approved refunds within 7 days; the provider, bank or card issuer may need additional time to show the credit. Refund eligibility is explained in our Return & Refund Policy.

How should I wash my jersey?

Follow the care instructions supplied with your product. If you believe a problem after washing is a product defect, email us with photos for review.

Getting help

How can I contact Heretro?

Email contact@heretro.com or visit Contact Us. Our phone number, +1 610-379-0854, is for SMS messages only.

What should I send if the website shows an error?

Send the page URL, a brief description and a screenshot of the error with any payment or sign-in details removed. Let us know which device and browser you used.