Our friendly team offer support services exclusively online, in order to keep them accessible to merchants around the world.
How Do I Make a Query?
📧 You can get in touch with our support team at firstname.lastname@example.org.
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.
When Are the Support Team Available?
We aim to respond to all queries within 24 hours, but please allow up to two working days for a response.
Monday: 9am - 5pm GMT
Tuesday: 9am - 5pm GMT
Wednesday: 9am - 5pm GMT
Thursday: 9am - 5pm GMT
Friday: 9am - 4pm GMT
What Can the Support Team Help With?
The following features are under the control of your theme - if you have any issues with them, feel free to reach out to our friendly support team.
✅ Troubleshooting and bugfixes
✅ Theme Settings
✅ Homepage sections
✅ Templates (such as the Product page, Collection page, and Contact page - not including pages created through the Shopify admin settings).
The following features are not under the control of your theme, and therefore our support team are not able to offer assistance for these issues - instead, please reach out to Shopify support.
❌ Shopify admin settings (such as creating new pages, languages, currency , gift cards, shipping and customer notifications)
❌ Product setup
❌ Collections setup
❌ Custom coding (or any custom elements or templates)
❌ Tracking systems (such as Facebook Pixel or Google Analytics)
❌ Shopify's relay and server system
❌ Checkout Page (coding or layout).
Can I receive a refund for my theme?
We are not able to 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, there is no way for us at Eight 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.
Do you offer phone or video support?
We don't offer phone or video call support - all our support takes place via email, to ensure all merchants worldwide can receive support. We aim to respond to all emails within 1 working day, but in particularly busy periods, this can be up to 2 working days.
My theme's code has been altered due to using apps or adding custom code. Can you help?
Here at Eight, we do not have the means to view, diagnose, or address theme issues related to third-party coding customisations. In these instances, we recommend contacting the app developer, or developer who provided the custom code, for additional support.
Like all third-party theme developers, we are unable to provide coding customisations as per Shopify's official guidelines.
Can you customise my theme's code to add a feature?
No - our support team do not offer customisation services. If you need help customising your code, we recommend contacting a Shopify expert.