Support and Theme Customisation

Our theme support team is available around the clock to help you get the most out of our themes and we aim to respond to tickets within 12-24 hours. On occasions, we experience large volumes of tickets - so the response time may be longer, but in most cases you should receive a response within the same day.   

Please familiarise yourself with your theme's settings and try to check out the articles in this Support hub or Shopify’s Help Center before submitting a ticket — you may find your remedy there!

Requests are generally answered on a first come, first served basis. If you are experiencing an major issue with your store, we suggest using our Troubleshooting Guide here.

Our theme support includes

  • General questions about theme functionality and technical capabilities.
  • Help with setting up theme features and configuring the theme settings.
  • Any Shopify compatibility issues arising from a fresh theme install.
  • Fixing bugs and reported issues
  • Assistance with basic CSS and styling adjustments (up to 1 hour)
Requests outside of our support scope
Requests that require custom coding, adding new functionality or third-party plugins, fixing bugs or errors relating to external theme customization or managing compatibility with third-party plugins.

Need additional support?

We want to see you get the most from our themes and understand you may need to tailor themes out-of-the-box to suit your specific needs. For theme tweaks and custom development outside the scope of our support we recommend reaching out to our partners Carson and Storetasker  Shopify Experts who have experience working specifically with our themes.

Partners for theme tweaks

Carson are available on-demand for commonly requested theme tweaks and small jobs with a quick turnaround. 

Storetasker connects you directly with Shopify Experts for theme customizations including general additions to functionality, theme updates, third-party app configuration and more. 

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