Support Terms

This support portal was created with one goal in mind — to help you find the information you need quickly. If your question isn’t covered here, you can submit a request through our Support page.

We are happy to guide you through how our themes work so you can build the most effective store possible. Please note that our complimentary support covers the theme in its original, out-of-the-box state and is available in English only. Requests involving custom functionality, code modifications, third-party app integrations, or any changes made to the theme’s core code fall outside the scope of our support.

What Our Support Covers

Our team is available to help you navigate the theme’s built-in features, understand its functionality, and configure settings to get the most out of your store.

We also review and address bug reports, provided the issue can be reproduced in the theme’s original, unmodified state.

What Support Does Not Cover

• Requests for theme customization.
• Assistance with issues arising from customizations, apps, integrations, compatibility conflicts, AI-generated changes, custom code, or any modifications beyond the theme’s original state.
• Support in languages other than English. While we may attempt to translate messages submitted in other languages, all support is provided in English only.

Theme Updates

We release updates on an ongoing basis to introduce new features, support the latest Shopify functionality, and resolve any known issues. Previous purchasers can always download the latest version for free — no additional payment required. Note that settings and custom code will need to be migrated manually to the updated theme.

Licences are store-specific, meaning your theme is tied to the store it was originally bought for. Transfers to a new store are only permitted if the original store has been permanently closed — contact Shopify directly for help with this, as it's outside our scope of support.

All purchases are made exclusively via themes.shopify.com. We don't distribute theme files ourselves, but the latest version is available to download from the theme store at any time.

Code Changes

Shopify makes it easy to update and customize your store, and our themes come with flexible settings so you can adjust your shop’s look and layout whenever you like.

If you have coding experience, you can go further and modify the theme beyond its built-in options. Online guides and Shopify forums offer helpful tips, but they are not full step-by-step instructions. Our premium themes are built by skilled Shopify developers and often include extra features and advanced coding.

Our support team can assist with built-in theme settings and features, but custom coding is not included in free support. For code-related changes, you can submit a request through our Support Page.

Always Back Up Your Theme

If you plan to modify your theme code, it’s important to keep a copy of the original files. Shopify offers version control for Template, Section, Snippet, and Layout files. You can also create a duplicate of your theme or export it to keep a backup.

If you’ve purchased the theme previously, you can download the latest version of the theme code for free from the Shopify Theme Store, provided you use the same Shopify account.

Third-Party App Support

Shopify apps are a key reason the platform is so successful, letting you add exactly the features you need without overloading your store with unnecessary tools.

Apps are developed by experts in their fields, and it is the responsibility of the app developer to provide support and assist with installation into any theme. With thousands of apps available—many of which update frequently and without public notice—it’s not possible for us to test or guarantee compatibility with our themes.

We do not provide support for third-party apps or code. If an app causes issues with your theme, your first point of contact should be the app developer. They can help get things working and are welcome to contact us directly if they need clarification about our theme code.

Apps can save time and boost conversions, but be selective. Only install the apps you truly need to keep your store lean, fast, and productive.

Refunds

All themes are sold through the Shopify Theme Store, which means Shopify handles the entire purchase process — including refunds. As we don't have access to any billing information, we are unable to process refunds on our end. For full details, please refer to our Refund Policy.