Our team is available Monday to Friday from 10am - 5pm GMT. During these hours we aim to respond to support requests within 48 hours. For support requests sent over a weekend or UK public holiday, we will aim to respond within 48 hours from the next working day. We do not outsource our support — when you contact us, rest assured you will get a personal response from us directly.
Christmas 2024 Holiday Support
Please note, during the Christmas holiday period we will be operating a reduced support service. This applies between the dates 23rd December to 5th January.
Urgent issues or bugs will be responded to within 2-3 days.
General questions and other issues will be responded to within 3-4 days.
Please refer to our detailed documentation and FAQs, as usually you can find the answer to your question on these pages and this is quicker for you. Thank you for your understanding during this period.
Before contacting us, please read the theme documentation, as you can usually find the answer you're looking for quicker. Please kindly note: our free support is limited to supporting the theme in the state it is provided on the theme store. If your version of the theme has been modified by an external developer or other agency, or if you have installed apps that are causing issues, we may not be able to provide support. Please instead contact your developer for assistance in these instances.
View our Support Policy
We can help with:
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General questions about theme functionality and features
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Basic advice on how to best represent your brand and/or products using our theme
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Help with understanding or setting up theme features and configuring the theme settings
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Fixing bugs or technical issues related to the theme
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Theme customization (additional charge)
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Additional brand, UI design, UX design or technical development (additional charge)
We cannot help with:
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Fixing errors or bugs related to third-party apps or theme customizations
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Troubleshooting platform issues directly related to Shopify
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Installing or managing compatibility with third-party apps
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Setting up your general Shopify store settings such as shipping, tax, domains, notifications, policies or other settings
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Store privacy or GDPR settings
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Anything relating to orders, customers, discounts
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Social media apps, channels or integration
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Theme pricing questions or Shopify billing related questions or issues
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We are not able to provide support to any store using a theme that has not been purchased via the official Shopify Theme Store
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We are not able to provide support in any language other than English
