Support policy
This page sets out what you can expect from Lapels support: how quickly we respond, what theme support covers, what falls outside it, and how to reach us. It is meant to be clear and modest, not to overpromise.
Response target
Section titled “Response target”Support is available 24/7, any day of the week. We usually answer theme-related questions and bug reports within 12 hours.
What theme support covers
Section titled “What theme support covers”- Answering questions about how Lapels’ built-in features and settings work.
- Help with setting up the theme’s features.
- Fixing confirmed bugs in the theme.
All of this is included in the price of the theme. There is no support tier to buy, no subscription, and no charge for a bug fix or a question, however many you send.
What is out of scope
Section titled “What is out of scope”- Third-party apps and their integrations.
- Custom development and design changes. New sections, bespoke layouts, or changes beyond what the theme’s settings allow.
- Shopify platform or account issues. Things handled by Shopify rather than the theme.
These fall outside theme support, though we are happy to point you in the right direction where we can.
We do not sell custom development, installation, or migration as a paid add-on. If you want work done that the theme’s settings do not cover, hire a Shopify Partner. They do this professionally, and Lapels is a standard Shopify theme any of them can work in. Tell us what you were trying to achieve first, though. Often a setting already does it.
Theme updates are free
Section titled “Theme updates are free”Theme updates are free. When a new version of Lapels is released, you can install the latest version at any time from your Shopify admin. There is no additional charge. Before updating a live theme, we recommend duplicating it first, so you can preview the new version and confirm your settings before publishing.
Refunds
Section titled “Refunds”Purchases and refunds for Lapels are handled by Envato under the ThemeForest refund policy, since that is where the theme is sold. If something in the theme isn’t working as it should, please contact us through the Support tab on the Lapels item page on ThemeForest first. Most issues are bugs we can fix quickly, and we would rather get it working for you.
How to get help
Section titled “How to get help”Reach us through the Support tab on the Lapels item page on ThemeForest. Sending a short description of the issue, your store URL, and a screenshot helps us respond faster. For common questions, the FAQ may already have your answer.
Related: FAQ · Troubleshooting