Help

Support

We help merchants who use Unoque with questions about the theme and with problems in the theme. This page explains what's included, what isn't, and how to reach us.

Send us a request

We reply by email within 2 business days. When you send the form, you'll see a reference number for your request.

For example: storename.myshopify.com or www.yourstore.com

In your admin, go to Online Store > Themes. The version is under the theme name.

Tell us the page, what you expected and what happened instead.

Up to 3 images, 5 MB each.

Support policy

What's included

  • Theme settings, sections and blocks: how to set up and use any feature described in these guides.
  • Bugs: problems caused by the theme's own code, such as a broken layout, a feature that doesn't work as described, or an error on a page. We fix bugs in a theme update.
  • Questions: help choosing settings, understanding how a feature works, or finding where something is set in the theme editor.
  • Theme updates: questions about updating to a new version of Unoque.

What's not included

  • Custom code: writing, editing, reviewing or fixing code, including code in Custom Liquid and Custom CSS, and edits to theme files. See Custom code.
  • Third-party apps: setting up, styling or fixing apps, or problems caused by an app's code. Please contact the app's developer.
  • Design changes: changes to the theme's design or layout that the theme settings don't offer.
  • Store setup outside the theme: products, payments, shipping rates, domains, email, and other Shopify admin settings. Shopify Support can help with these.

For custom work, we suggest you hire a Shopify Partner. You can find one in the Shopify Partner Directory.

Reply time

We reply to every request within 2 business days. Complex bugs can take longer to fix. We'll tell you what we found and what happens next.

How to contact us

Use our support form. It asks for:

  • Your name.
  • Your email address, so we can reply.
  • Your store URL, for example storename.myshopify.com.
  • Your theme version. This is optional, but it helps.
  • A description of the problem.
  • Up to three screenshots. These are optional.

After you send the form, you see a reference number for your request. We reply to the email address you entered, so if you don't hear from us within 2 business days, check your spam folder.

What to include in your request

Clear details help us answer faster, often in one reply:

  • Your store URL: your .myshopify.com address.
  • Your theme version: go to Online Store > Themes. The version shows on your theme's card.
  • Where the problem is: the page link, the section or block, and the setting.
  • Steps to see the problem: for example, "Open any product, choose a size, and select Add to cart."
  • What you expected, and what happened instead.
  • The device and browser, for example iPhone with Safari, or a Windows computer with Chrome.
  • Screenshots: show the problem, and the settings you used.
  • Recent changes: new apps, code edits, or settings you changed before the problem started.
  • A preview link: if the problem is in an unpublished theme, share its preview link. In Online Store > Themes, select the ... button next to the theme, then Share preview.

Never send passwords, payment details or customer information through the form.

Before you write to us

Many questions are answered in the FAQ. If a problem started after you installed an app, try turning off the app's embed in the theme editor under App embeds, or test in a duplicate of the theme without the app.

Updated 2026-10-24