Whether you have already kindly purchased one of our themes, or intend on doing so in the future, we think it’s right to make you fully aware, (as plainly as possible), of what we are able to support, here at WeTheme.
We’ve put together this document, so you will be able to make the right decisions moving forward, helping save time and effort when managing your store.
Immediately after purchasing a theme
We advise that the first step after installing your theme is to create a duplicate version, so you have a backup/s to hand should you require it (you can store up to 20 theme versions in your Shopify admin).
For further backup options, this app may also be worth taking a look at, for peace of mind:
It would also be advisable to understand the updates process to keep your theme current, as we are constantly releasing new functionality (which would require downloading to your Shopify admin area):
Once backup is complete
After you have completed the above steps to backup your newly installed theme and have begun adding content and navigational links and so on, you may require assistance with different elements of the setup and layout of your store; as there are many features and options available to become familiar with.
Don’t worry - we have you covered in the section below...
What does WeTheme support provide?
Support at WeTheme covers help relating to core theme functionality, such as admin area settings (what is included as part of the theme at point of download / installation) and the theme's free updates only.
If in the unlikely event you are experiencing issues and you have made no changes to your theme’s code, please do get in touch, providing your myshopify.com URL and description of your problem/s, plus a screenshot illustrating your issues - our team will gladly take a look. This of course includes any general questions you may have about the theme and how to operate the settings and all incorporated features:
Contact support via email here:
Custom changes to the theme code
Once your theme’s code is edited via an app or manually by heading to:
Admin > Online store > Actions > Edit code
...it means that we are unable to say, for sure, how this will affect your storefront, as the theme is no longer the same as the initially supplied version.
To be clear, if there are any issues with your theme for any reason, we are always happy to investigate, we must however, also outline these limitations so expectations are accurate and in-line with what is possible.
To use the common, car analogy, once a brand new vehicle is purchased, if different components of any kind, such as wheels or wiring are then fitted by a third party, the dealership is no longer able to say how that vehicle will behave, nor are they then able to supply a fix and so on.
To reiterate; if your theme’s original code is edited in any way and this then results in adverse effects on your storefront, we cannot necessarily offer fixes for broken code.
However, the benefit when using a theme (versus a car) is that you can download another completely brand-new version of your theme, for free, at absolutely any time :-)
So what can I do to fix my broken code?
Your options for remedying issues are:
Use a backup version (if you have installed the above mentioned app and also regularly duplicate your theme at various stages of progress).
Revert any coding added which coincides with the issue/s occurring:
Speak with the developers who carried out any previous changes and have them fix or revert this.
Uninstall any apps whos installation date coincides with the issue/s occurring.
Apps are designed to work with themes, rather than visa versa and theme developers have no control over active apps. Apps can either manually or automatically insert snippets of code in to your theme files overriding and affecting the way your theme’s core code operates. Snippets are not always removed by deleting / uninstalling the app. App developers would need to check that their app code is fully removed if you suspect the issue may be caused by a remaining code snippet.
- Speak with the app developers for integration / removal advice.