Help
Support policy
What Maison support covers, what it doesn't, and our response times.
Maison 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 an upcoming version, and critical problems are fixed first.
- 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, and a bug that stops you from selling is handled first.
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 MSN-7KQ4XD). Our answers arrive by email: reply to them to continue the conversation, and attach screenshots if they help.
Maison 1.0.0