Support policy

Support comes with every copy of Lumevia, for as long as you use it. We help you set the theme up and fix anything in it that doesn't work as this documentation describes.

What support covers

• Questions about Lumevia's settings, sections, blocks and templates.
• Help setting up the features in this documentation, such as variant images, filters or bundle discounts.
• Problems with Lumevia itself: anything that doesn't work as described, on the latest version, with the theme's code unchanged.
• Help with updating to a new version.

What support doesn't cover

• Customization: design changes, code changes, or features Lumevia doesn't have. Customization isn't part of the theme's price. For that kind of work, you can hire a developer through the Shopify Partner Directory.
• Problems caused by changes made to the theme's code, by you or by someone else.
• Third-party apps, their widgets and their code. We'll tell you whether a problem comes from Lumevia or from an app; the app's own support handles the rest.
• Your store's setup outside the theme, such as payments, shipping, taxes, domains and checkout. The Shopify Help Center and Shopify Support cover these.

How quickly we reply

We reply to every request within two business days, and usually sooner.

Before you contact us

1. Look for an answer in this documentation, starting with Common questions.
2. Check that you are on the latest version: see Update Lumevia.
3. If you or someone else changed the theme's code, check whether the problem also happens on an unchanged copy of Lumevia.
4. If you use apps that add to your pages, turn their app embeds off one at a time in the theme editor, to see whether one of them causes the problem.

Access to your store

Sometimes we need to see the problem in your theme editor. We will then send a collaborator request from our Shopify Partner account. You approve it in Settings → Users in the Shopify admin, and can remove our access at any time. We never ask for your password.

Contact support