Help

Support policy

What ThemeLab support covers, how fast we reply and how to get the quickest answer. Last updated November 1, 2026.

This policy applies to every ThemeLab theme bought from the Shopify Theme Store, including Index.

Response time

• We reply to every request within 2 business days, usually sooner.
• Business days are Monday to Friday. We work in Central European Time (CET/CEST), 9:00–17:00.
• Support is provided in English.
• Requests are answered in the order they arrive, except for critical bugs.

Critical bugs

A bug in the theme that stops customers from buying – for example, products cannot be added to the cart, the cart does not open or the checkout button does not work – is treated as critical. We look into it first, give you a workaround as soon as we can and fix it in the theme without delay.

What support covers

• Setup help: installing the theme, choosing a preset, finding the right setting, section or block.
• Using features: how a theme feature works and how to set it up, including the theme features that work with Shopify's own apps (Search & Discovery, Translate & Adapt, Shop Pay, Markets).
• Bugs in the theme: anything that does not work as documented in an unmodified copy of the latest version of the theme.
• Updates: questions about updating to a new version of the theme.
• Advice: pointers on how to get the look you want with the theme's settings.

What support does not cover

• Custom code. Changes to the theme's code, Custom CSS or Custom Liquid, and problems caused by code that was added or edited. We may point you in the right direction, but we do not write or debug custom code. For that, we recommend a developer from the Shopify Partner Directory (opens an external site).
• Third-party apps. Installing, setting up or fixing apps, and conflicts caused by them. Please contact the app's developer; we will gladly help them with anything on the theme side.
• The Shopify platform. Checkout, payments, shipping rates, taxes, domains, email, billing and refunds are handled by Shopify Support (opens an external site).
• Design and content work. Creating designs, writing texts, editing photos, adding products or setting up your store for you.
• Modified or outdated themes. If the theme's code has been edited, we may ask you to check the problem in a fresh, unmodified copy of the latest version first.

How to get help

1. Search the documentation and the FAQ.
2. If you cannot find an answer, use the form on the support page. Include your store address, what happened, the steps to see it, and a screenshot or screen recording.
3. If we need to look at your store, we will send a collaborator request through Shopify, which you can approve and remove at any time. Never send us your password.

Theme updates

We release updates with fixes and improvements. Shopify shows them in Online Store › Themes. Updates keep everything you set in the theme editor; changes made in the code editor are not carried over. See Updating Index.

Changes to this policy

We may update this policy. The date of the last change is at the top of the page.