Support

Contact us

Use the support form: (add the support form link). Include:

• your first and last name
• your email address
• your store URL, for example your-store.myshopify.com
• a description of the problem: the page, what you expected and what happened
• screenshots or a screen recording, if you can

You’ll get an automatic confirmation by email, and a reply from us within two business days.

What support covers

• Setting up and customizing Vermeil with the theme editor and theme settings
• Questions about features described in this documentation
• Bugs in the theme’s own code, which we fix in a theme update. Critical bugs are fixed first.
• Compatibility with Shopify features the theme supports, such as filters, markets, gift cards and subscriptions

What support doesn’t cover

• Changes to the theme code, or problems caused by edited code
• Custom design or development work
• Third-party apps and their app blocks. Contact the app developer, who can see how their app works with your store.
• Store setup outside the theme, such as payments, shipping, taxes and domains. Shopify Support can help with these.

Before you contact us

• Check the FAQ and the page guide for the template you’re working on.
• Try the same steps in a fresh copy of Vermeil from your theme library. If the problem doesn’t happen there, a code change or an app is the likely cause.
• If you’ve edited code, mention it. We can still help you find the cause, but we can’t fix edited files.

Editing theme code

Code changes aren’t supported and are replaced when you update the theme. Always duplicate the theme before editing code (Online Store > Themes > … > Duplicate), and keep a note of your changes so you can apply them to new versions.

Updates

New versions of Vermeil add features and fix bugs. Shopify notifies you in your theme library when an update is available. Updating adds a new copy of the theme with your theme editor settings; your live store doesn’t change until you publish it.