Folio

Support

A person answers this — within two business days, Monday to Friday. Check Troubleshooting first; it covers the questions that come up most.

We only use your details to answer this enquiry.

What support covers

Covered

  • Bugs and defects in the theme
  • Help using the theme's own settings and sections
  • Questions the documentation does not answer
  • Updates and compatibility with Shopify changes

Not covered

  • Custom code and design changes
  • Third-party apps and their conflicts
  • Shopify account, billing and plan questions
  • Content, product data and merchandising

Response times

Two business days, Monday to Friday, UK time. Critical bugs — anything stopping shoppers reaching checkout — are picked up ahead of the queue and fixed as a priority.

Reporting a bug

The fastest reply comes from a message that includes your store URL, the Folio version, what you expected, what happened, and the steps to see it. A screenshot or a screen recording usually replaces several rounds of questions.