Support policy

Faubourg support is included in the theme price, with no time limit, for any store that uses a licensed copy of the theme.

What's covered

• Questions about installing the theme, its settings, sections, blocks, and features.
• Bugs: theme behavior that doesn't match this documentation, broken display, a dead link, an error. We fix them in a theme update; critical bugs are handled as described below.
• Setup help: we show you how to get a result with the existing settings.
• Theme updates, which keep up with changes to Shopify.

What isn't covered

• Code changes to the theme, including code entered in Custom Liquid sections and blocks, and third-party code tutorials.
• Custom development: a new feature, a new section, a specific layout.
• Third-party apps: installing, setting up, and troubleshooting them is up to their developer. We do check that a problem isn't coming from the theme, though.
• Your store's content and design: photos, text, aesthetic choices.
• Shopify setup outside the theme (payments, shipping, taxes, domains): see the Shopify Help Center or Shopify Support.

For customizations, we recommend hiring a Shopify Partner.

Response times

We reply to every request within two business days (Monday to Friday, excluding public holidays). Requests are handled in the order they arrive, except critical bugs, which go first.

Critical bugs

A bug is critical when the theme, as shipped, stops shoppers from buying or makes your store unusable: add to cart or checkout doesn't work, a page doesn't display, content or prices show wrongly, or a security issue. For a critical bug:

• we handle it before every other request, reply within the two business days above at most, and start investigating as soon as we receive it;
• we give you a workaround when one exists, so you can keep selling in the meantime;
• we fix it in a dedicated theme update as soon as the fix is ready and tested, without waiting for the next planned version, and tell you when it's available.

Include the page address, the steps to reproduce it and a screenshot in your request: that's what lets us act fastest.

Access to your store

For some problems, we may ask you for collaborator access to your store, limited to themes. You grant it from SettingsUsersCollaborators after you receive our request, and you can remove it at any time. We never publish a theme or change your published theme without your approval.

Contact us

Send your request through the support form. You immediately receive a confirmation email with a reference (for example FBG-7KQ4XD). Our answers arrive by email: reply to them to continue the conversation, and attach screenshots if they help.

Contact supportCheck the FAQ first. If the answer isn’t there, support replies within two business days.