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Support policy

Weft is made and supported by Voria AB. Support is included with the theme.

How to reach us #

Use the contact form. It asks for your store URL and lets you attach screenshots, which helps us answer on the first reply. You can also email support@heddle.design.

Response time #

We reply within 2 business days, Monday to Friday, Central European Time, excluding Swedish public holidays. Most questions get an answer sooner.

Problems that stop shoppers from buying, such as a broken add to cart or checkout button, get priority. We fix confirmed bugs in the theme and release the fix as a theme update.

What support covers #

  • Questions about the theme's features, sections, blocks and settings.
  • Help with the setup in these docs: metafield and metaobject definitions, linking the Fabric option, the sample product, the samples discount and shipping profile, lead times, galleries and product groups.
  • The order email snippet, as published.
  • Bugs in the theme's own code, on the latest version of Weft, in the browsers Shopify supports.
  • Advice on images and performance.

What support doesn't cover #

  • Customizations. New features, design changes, or changes to the theme's code, CSS or Liquid.
  • Code you or someone else added, including Custom Liquid sections and blocks, edited theme files and code copied from tutorials.
  • Third-party apps and problems they cause. Contact the app's developer. If an app conflicts with Weft, tell us and we'll look at whether the theme can do something about it.
  • Data entry, such as creating your fabric entries or linking options on every product.
  • Shopify itself: checkout, payments, shipping rates, domains, account and billing questions. Contact Shopify Support.
  • Older versions of Weft. If a bug is fixed in a newer version, we'll ask you to update.

Code changes #

Before anyone changes the theme's code:

  1. Go to Online Store > Themes.
  2. Next to Weft, click ... and then Duplicate.
  3. Make the changes in the copy and preview them before publishing.

Edited themes don't receive automatic updates. When a new version comes out, you or your developer will need to apply your changes to it again.

For code changes, we recommend hiring a Shopify Partner from the Shopify Partner Directory.

Updates #

We release updates to fix bugs and keep up with changes to Shopify. Each release is listed in the changelog. To update, go to Online Store > Themes. Shopify shows when an update is available for Weft.

Refunds #

Theme purchases are handled by Shopify. See Shopify's refund policy for theme purchases in the Shopify Help Center.