Faqs
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to example@domain.com.
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Pre Sale Questions
Q: “Will your template be fully compatible with Shopify?”
Yes it will be
Q: “What is included in the theme package?”
Please make sure that you follow below steps:
1/ Download the package from themeforest.net (The file is in zip format)
2/ Extract the file you've just downloaded (Don't forget this step).
3/ Find this file: ella-x.x.x-sections-ready.zip in the folder Ella Sections Ready x.x.x, then you just need to upload ella-x.x.x-sections-ready.zip file to your Shopify store.
- If you would like to use Ella RTL version. Please find this file: ella-x.x.x-sections-ready-rtl.zip in the folder Ella Sections Ready x.x.x RTL, then you just need to upload ella-x.x.x-sections-ready-rtl.zip file to your Shopify store
- If you want to install child theme, please go to the corresponding theme folder
Q: “Do you guys offer a refund or exchange?”
To save your time and reach our support quickly, please follow below steps:
- Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
- Capture screenshot or video for the issue you get.
- Specify which template and version you are using.
- Describe clearly how to reproduce the issue.
- Send all information (staff account, screenshot, video, template name and version, description of the issues, link) to email@domain.com
Q: “Would assistance be available to upload the template if needed?”
Yes, we will assist you to install the template if needed
Q: “Do you guys offer customisation services for your themes?”
Yes, we do. Please send your customisation requests to email@domain.com, we will give you our quote. Thank you.
Q: “Do you guys provide customer support during weekends / holidays?”
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Q: “What I have to do when I need your support?”
1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
2/ Capture screenshot or video for the issue you get.
3/ Specify which template and version you are using.
4/ Describe clearly how to reproduce the issue.
5/ Submit a support ticket at here: https://halosoft.ticksy.com/. Our support team will get back to you soonest, please help us to wait.