Eight Themes Support Documentation

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Support

Our friendly team is standing by to help. We offer support services exclusively online to ensure assistance is accessible to merchants around the world.

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

Have a question about your theme?

Have you searched the Eight Themes support site yet? If not, we recommend checking to see if the answer to your question is here before you contact us. In many cases, you'll find a solution right away!

If you haven't looked around our support site yet, you can find a library of support guides that offer guidance on a variety of topics, from uploading color swatches to frequently asked questions. 

Can't find an answer? No problem! Use the email address below and contact us directly.

Get email support

📧  You can get in touch with our support team at:

theme-support@weareeight.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.

Support hours

We can respond at any time, but it's normally during these hours: 

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 is 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
❌  Apps
❌  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).

FAQs

Can I receive a refund for my theme?

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 Eight to revoke access to it or prevent merchants from continuing to use the theme.

With no means to return the purchase, there is also no means to refund the purchase.

 

Do you offer phone or video support?

Currently, we do not offer phone or video call support. All our support takes place via email.

 

My theme's code has been altered due to using apps or adding custom code. Can you help?

Here at Eight, unfortunately, we do not have the means to view, diagnose, or address theme issues related to third-party coding customizations.

Therefore, like all third-party theme developers, we are unable to provide coding customizations as per Shopify's official guidelines.

 

Can you customize my theme's code to add a feature?

We’re unable to provide support for customizing code. If you need any assistance with adding custom features, then we suggest reaching out to a Shopify Expert to help you with the task.

HeyCarson and StoreTasker are recommended partners of Eight Themes - both specializing in website development and offering free quotes for their services.

 

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