We’re here to help.
Pick the support option that works best for you.
Open a support request.
Specific details help us fix things faster. One issue per request works best.
Before you write
- Mon - Fri
- Replies within 24 hours
- Sat - Sun
- Away from our desks, answered first thing Monday
Read the support policy for what we cover and what sits outside it.
Asked and answered.
How do I give your team access to my store?
In your Shopify admin, go to Settings, then Users and permissions, and send us a collaborator request with theme access only. That is all we ever need, and it usually saves a round of back-and-forth screenshots.
Will updating Flawless erase my customizations?
No. Your settings and content live in your store, not in the theme code, so normal updates keep everything. If you have custom code edits, duplicate your theme first and we will help you carry them over.
Do you help with customizations beyond theme settings?
Always ask. We will tell you whether theme settings can do it, and point you in the right direction if it needs code. Full custom development sits outside theme support, but our guidance often gets you there.
I bought Flawless but it's not showing in my store.
Purchases attach to the store that bought them, so first check you are logged into the right store. Then look under Online Store, Themes, in your theme library. If it is still missing, send us your order number and we will track it down.
How do refunds work?
Theme purchases go through the Shopify Theme Store, so refunds follow Shopify's theme refund policy. If something is wrong with the theme, talk to us first. We would rather fix it.