Frequently asked questions
Below are some common concerns of our clients before purchasing the theme.
If you have other questions, please send them to example@domain.com.
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Pre-Sale Questions
A: "Will your template be fully compatible with Shopify?"
Yes it will be
A: “The theme package includes a sample of our best work. It is designed to give you a taste of the quality and features you can expect from our premium themes.”
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
Q: “Do you guys offer a refund or exchange?”
To save your time and reach our support quickly, please follow the steps below:
- Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
- Capture a screenshot or video of the issue you are experiencing.
- 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
A: “Would assistance be available to upload the template if needed?”
Yes, we will assist you to install the template if needed
Q: “Do you 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.
A: "Do you 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.
Q: “What should I do if 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 a screenshot or video of the issue you are experiencing.
3/ Specify which template and version you are using.
4/ Clearly describe how to reproduce the issue.
5/ Submit a support ticket here: https://halosoft.ticksy.com/. Our support team will get back to you as soon as possible; please bear with us.
Technical + Theme Questions
A: “I cannot upload the theme to my Shopify store / Shopify alerts that the file is too big to upload, what is the problem?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I enable/disable Lazy Loading Image / Item Animation / Fade Up on the page?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
A: Yes, it is possible.
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I enable/disable certain blocks on the page?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “I notice that the images used in the theme are all portrait. Will that be a problem if I use square images for our products? How will they be displayed in the theme?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
A: “Ondersteunt het thema het formaat wijzigen en bijsnijden van afbeeldingen?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I add borders around our product images?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I have a multi-level menu?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: "Does the theme support variant images?"
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.