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Support policy

Business hours​

Our support team works Monday to Friday, 9:00 AM to 6:00 PM CET. We aim to reply within 24 hours, and often reply sooner. Requests are handled in the order we receive them.

Who can get support​

Free support is available to merchants who bought Wise through the Shopify Theme Store or directly from us. Theme updates are free. We can't offer support for copies of the theme obtained from other sources, and we may ask for proof of purchase. We reserve the right to refuse support in case of abusive behaviour.

What we can help with​

  • Fixing bugs in an unmodified copy of the theme
  • Questions about features and settings
  • Help setting up built-in features
  • Free theme updates

What is outside our scope​

  • Design or code customizations
  • Troubleshooting a theme whose code has been modified
  • Questions about the Shopify admin
  • Conflicts with third-party apps
  • Moving code changes from one theme version to another
  • Installing or uninstalling apps
  • Unlimited support requests

Customizations​

We offer paid customization services for design changes, feature integrations and custom functionality. Contact us for pricing.

Theme updates​

Updates bring new features, design improvements and performance improvements. Updating is optional, but we recommend it. If the design has changed in a new version, we can't guarantee that your updated theme will look exactly like the previous one.

Limitation of liability​

Wise is not responsible for any direct, indirect, incidental or consequential damages resulting from the use of the theme or our support services. Support is provided without guarantees or warranties.