Support Policy

Learn about what's included in support.

Who are we?

We’re Themu, the third-party theme developer that made Emporium. We’re not Shopify.

We’ll answer your Emporium-related question even if you haven’t yet bought the theme, so please contact us if you have any queries.

What does our support include?

• Advice about any feature included in Emporium.
• Guidance on using the theme editor effectively, like how to set up a beautiful color scheme, create a stunning layout or configure one of the 20+ available sections.
• Troubleshooting and bug fixes. Note that we can only troubleshoot and fix bugs on an unmodified install of Emporium.

What does our support exclude?

• Custom code modifications. We can’t make modifications outside of the features included in an unmodified install of Emporium. If you want custom code modifications, then consider hiring a Shopify Expert using a service like the Experts Marketplace, HeyCarson or Storetasker.
• Bugs related to custom code modifications. If you find a bug caused by a custom code modification, then please contact the developer who made the modifications.
• Bugs related to third-party apps. If you find a bug caused by a third-party app, then please contact the developer who made the third-party app.
• Shopify features that are managed outside of the theme editor, such as editing products. If you need help with these features, then please contact Shopify support.
• Support for versions of Emporium older than 3.1.0.

When will we respond?

We’re online 09:00–17:00 UTC+0 on business days (Monday–Friday). We aim to respond to submitted tickets within 24 hours, but if we’ve received a lot of tickets, then we may take up to 2 business days to respond. We also operate reduced hours on holidays.

Is support available over phone or live chat?

No. We find that in a lot of cases, screenshots and screen recordings are effective at solving problems, and these aren’t available over phone or live chat. Additionally, limiting support to emails lets us limit the amount of information we collect about you (we only ask for your email address).

What language is support available in?

Support is available in English.

Code of conduct

We answer every ticket with the respect it deserves, and we expect the same in return. If you’re rude to our support staff, we reserve the right to cease supporting you immediately. We’re sure you’ll agree, but we view rude behaviour as foul, racist, sexist or discriminatory language, or threats directed to our support staff.

Questions about our Support Policy

If you have any questions about our Support Policy, then please contact us.