Support

Overview

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

Currently, we do not offer phone or video call support.

Support Hours (GMT):

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

Getting Email Support

📧 You can get in touch with our support team at support@wetheme.com.

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.

The Scope of Our Support

When We Can Help

✅ Our support covers queries about theme functionality, help with configuring theme settings, and addressing any observed bugs or theme issues.

When We Can't Help

❌ Our support does not cover issues caused by third-party plugins, or those that are the result of modifications made to the native theme code. In these cases, we will try to refer you to the best support source for your query.

For any general store-related questions such as how to create collections, upload products, add discount codes, etc. please contact Shopify Support directly or refer to the documentation available in the Shopify Help Center.

Theme Refunds

Here at WeTheme, 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.