Support

Our friendly team offer support services exclusively online, in order to keep them accessible to merchants around the world.

How Do I Make a Query?

šŸ“§ You can get in touch with our support team at [email protected].

So that we can best help, please ensure you provide key details including:

  • What your query is about

  • Which theme you are using

  • Your .myshopify.com URL

  • Your .myshopify.com password (if the shop is locked for visiting customers)

  • Any screenshots that may help us resolve your query as quickly as possible.

We aim to respond to all queries within 24 hours, but please allow up to two working days for a response.

When Are the Support Team Available?

Monday: 9am - 5pm GMT Tuesday: 9am - 5pm GMT Wednesday: 9am - 5pm GMT Thursday: 9am - 5pm GMT Friday: 9am - 4pm GMT

What Can the Support Team Help With?

The following features are under the control of your theme - if you have any issues with them, feel free to reach out to our friendly support team.

āœ… Troubleshooting and bugfixes āœ… Theme Settings āœ… Homepage sections āœ… Templates (such as the Product page, Collection page, and Contact page - not including pages created through the Shopify admin settings).

The following features are not under the control of your theme, and therefore our support team are not able to offer assistance for these issues - instead, please reach out to Shopify support.

āŒ Shopify admin settings (such as creating new pages, languages, currency , gift cards, shipping and customer notifications) āŒ Product setup āŒ Collections setup āŒ Apps āŒ Custom coding (or any custom elements or templates) āŒ Tracking systems (such as Facebook Pixel or Google Analytics) āŒ Shopify's relay and server system āŒ Checkout Page (coding or layout).

FAQs

Can I receive a refund for my theme?

We are not able to directly provide refunds on theme purchases.

Themes are non-refundable because they are digital goods. As such, full access is immediately granted to all the theme's files and code after the purchase of a theme license.

Therefore, once the theme has been installed on your store (or the .zip file is transmitted to you), there is no way for us at WeTheme to revoke access to it or prevent merchants from continuing to use the theme.

With no means to return the purchase, there are also no means to refund the purchase.

Do you offer phone or video support?

Currently, we do not offer phone or video call support - all our support takes place via email.

My theme's code has been altered due to using apps or adding custom code. Can you help?

Here at WeTheme, unfortunately we do not have the means to view, diagnose, or address theme issues related to third-party coding customizations.

When code is altered on your theme, our support team at WeTheme unfortunately cannot view these changes.

Therefore, like all third-party theme developers, we are unable to provide coding customizations as per Shopify's official guidelines.

Can you customize my theme's code to add a feature?

No - our support team do not offer customization services. If you need help customizing your code, we recommend contacting a Shopify expert.ā€‹