Support Policy

Support Policy

Theme support

We provide support for all of our themes, the cost of which is included when you purchase one of our themes from the Shopify Theme Store. Our support covers the following:
  1. General assistance with using your theme
  2. Enabling specific theme features
  3. Fixing any bugs or other technical issues that you may encounter when using your theme
To submit a support request, please submit a ticket using the link at the bottom of the page.  We aim to respond to all support requests via email within two business days.

Additional services

If you require assistance that is not covered by our theme support as outlined above, please contact us by submitting a ticket using the link at the bottom of the page. All additional services will incur an additional fee, which we will confirm with you before we commence any work.

Examples of additional services include, but are not limited to:
  1. Code customization - altering or enhancing your theme's original functionality by editing the theme code.
  2. Theme setup - setting up your theme for use with your online store. This will generally involve adding content (e.g. images, text, videos) and adjusting theme settings.
Services not provided

Unfortunately we are unable to provide certain services. These services include, but are not limited to:
  1. Fixing any third party apps or themes that have been installed in your Shopify store. Please contact the provider of the third party app or theme for assistance.
  2. Improving your store's SEO ranking. All of our themes are optimised for SEO. If you are looking to improve your store's SEO ranking, you may wish to consult an SEO specialist.
  3. Integrating your store with third party advertising and tracking platforms, such as Google Ads, Google Analytics, Google Tag Manager, Google Search Console, Facebook Pixel and other similar platforms.
  4. Improving your store's conversion rate optimization (CRO).
  5. Providing any assistance that could be resolved by Shopify support, including general questions regarding the Shopify platform.

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