FAQs

• “Will your template be fully compatible with Shopify?” +

  Yes it will be

•  “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
  
  

•  “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

• “Would assistance be available to upload the template if needed?” +

  Yes, we will assist you to install the template if needed

•  “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.

•  “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

• “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.