Help
Get support
How to contact Vellora support, what to include in your message, and what support covers.
If the docs don't answer your question, send us a message with the support form. We reply within one business day, Monday to Friday.
Before you write
Many problems have a quick fix. Check these pages first:
- Troubleshooting for filters, swatches, the cart, search, images and animations
- FAQ for licensing, presets, apps and refunds
- Updating the theme if something changed after an update
What to include
A complete first message lets us answer without asking follow-up questions:
- Your store address, for example
your-store.myshopify.com. - A preview link if Vellora isn't your published theme. In the Shopify admin, go to Online Store → Themes, open the theme's menu and choose Share preview.
- Where the problem is: the page and the section or block.
- What happened: what you expected, what you saw instead, and the steps to see it.
- Screenshots or a short screen recording. You can attach up to 3 files, each up to 5 MB: images, PDF, text, .zip, MP4 or MOV.
- Your browser and device, if the problem only shows on some of them.
- Recent changes, such as a theme update, a new app or a code edit.
What support covers
We help with:
- Installing Vellora and choosing a preset
- Setting up its sections, blocks and theme settings
- Bugs in the theme
We can't build custom features, write or fix custom code, or support third-party apps. If your question is about one of these, we'll tell you where to look.