- Support is available Monday - Friday 10:00 - 18:00 CET
- Support is available only in English.
- We aim to respond to all requests as soon as possible, but allow up to 1-2 business days for a response depending on the volume of tickets that we are working on.
- Please avoid sending additional emails, as this will reset your position in the queue.
The Support Services shall NOT include:
- Problems caused by your negligence, abuse or misuse of our themes.
- Assistance on altered or damaged Software or any portion thereof.
- Design or layout changes other than simple updates that can be made via the theme editor.
- New feature development or custom design.
- Troubleshooting theme customization involving custom code or any app installation.
- Troubleshooting platform issues directly related to Shopify.
- Customizations documented in Shopify Help Center.
- Installation or removal of third-party code or apps.
- Assistance upgrading your theme.
The Support Services shall include:
- Troubleshooting within clean, unaltered theme installations.
- Answering questions about the features of our themes and their settings.
- Assistance in setting up features included with our themes.
- Providing updated theme versions that you may use for future installations of the same theme without additional cost.