Support policy

Who provides support

ÉLAN is supported by its developer, Shah Abdul Hayee, in Pakistan. Support is in English.

What support covers

Support is free for every merchant using ÉLAN from the Shopify Theme Store. It covers:

• questions about the theme’s settings, sections, blocks and presets
• help setting up features that are built into the theme
• bugs in the theme’s own code, such as broken layouts, errors, dead links or incorrect behavior, in browsers the theme supports
• guidance on Shopify features the theme uses, such as filters, markets and gift cards

What support doesn’t cover

• Custom design or code changes, including changes to Liquid, CSS or JavaScript
• Problems caused by code edits or by third-party apps. We’ll tell you if an app appears to conflict with the theme, but the app’s developer supports the app.
• Setting up apps, domains, payments, shipping or checkout. Shopify Support handles these.
• Store design, photography, copywriting or migration

For custom work, we recommend hiring a Shopify Partner through the Shopify Partner Directory. Always duplicate your theme before editing code.

Response times

We reply to every request within two business days. Business days are Monday to Friday in Pakistan Standard Time (PKT, UTC+5); we don’t work on Saturdays or Sundays. Most replies come sooner.

The two days start when your request arrives. A first reply may answer your question, or tell you what we’re doing and when to expect the next update.

Bugs that stop customers from buying are fixed as a priority, and the fix is released as soon as possible as a theme update.

How to contact us

Use the support form. It’s the only support channel; we don’t take requests by phone or social media. You’ll get an email confirming we’ve received your request, with a reference number. Reply to that email to add details to the same request.

If the confirmation doesn’t arrive within a few minutes, check your spam folder. Your request is still saved: the page you saw after sending shows its reference.

Include:

• your store URL, for example yourstore.myshopify.com
• the theme preset and version (in Online Store → Themes, under the theme name)
• what you expected, what happened, and the page where it happens
• screenshots, if you can

Store access

We may ask for collaborator access to your store to investigate. You choose whether to grant it, and you can remove it at any time in Settings → Users. We never ask for your password, and you should never send passwords or two-step authentication codes to anyone.

Your information

We use what you send only to answer your request. See the privacy notice for what we keep, for how long, and how to ask us to delete it.