Policies
Theme support policy
Clear boundaries help us resolve theme issues quickly and consistently.
What support includes
We support documented theme features, installation questions, reproducible theme defects and guidance on using the available theme settings.
What support does not include
Support does not include custom development, third-party app configuration, store data entry, design services, checkout customisation, business operations or issues introduced by external code.
Response time
We aim to respond within two business days, Monday to Friday, excluding Italian public holidays. Complex cases may require additional investigation.
Store access
Never send passwords or API credentials. When access is required, we will request Shopify collaborator access with the minimum permissions necessary.
Theme updates
Back up your theme before installing an update. Custom code changes are not guaranteed to transfer automatically between versions.