Support

Our support policy and the contact form for Nappa theme support. We reply within 2 business days.

Before you contact us

• Search this documentation and read the FAQ. Most questions about filters, swatches, reviews and updates are answered there.
• Check that the issue happens on an unmodified copy of Nappa. In Online Store > Themes, add a fresh copy of the theme from the Theme Store and preview it. If the issue disappears, it likely comes from a code edit or an app.
• Turn off app embeds one by one in the theme editor to see if an app causes the issue.

Support policy

We reply to every request within 2 business days. Business days are Monday to Friday, except public holidays.

What support covers

• Bugs in the theme: something that doesn't work as described in this documentation.
• Questions about the theme's settings, sections, blocks and features.
• Guidance on how Nappa works with Shopify features, such as filters, swatches, markets and subscriptions.

What support doesn't cover

• Customization: design changes, new features or code changes beyond the theme settings.
• Code that you or someone else changed in the theme files.
• Third-party apps: their installation, setup or issues. Contact the app developer.
• Help with theme updates, such as moving your code edits to a new version.
• Store setup outside the theme, such as products, payments, shipping or domains. Contact Shopify Support.

When we find a bug in the theme, we fix it in a theme update.

Contact form

Our contact form opens on a separate page (hosted by Tally). It works on phones and computers, without an account. It asks for:

• your name and email address (we send our reply there);
• your store URL, for example your-store.myshopify.com or www.example.com;
• a description of the issue: the page, what you expected, what happened, and the steps to see it;
• optional files: screenshots or a short screen recording, up to 10 MB per file.

After you send the form, a confirmation appears on screen. We reply by email within 2 business days; if our reply doesn't arrive, check your spam folder.

Open the contact form

We use the information you send only to answer your request.

Email

If the form doesn't work for you, write to timothy.alcaide+shopify@gmail.com with the same information.