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Our help centre has tutorials and step-by-step guides to assist you in everything you need to set up, customise, and make the most of our themes. Select your theme below.

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Support

Our support policy

Our support includes bug fixes and questions about built-in settings and features. It does not include integrations with third party apps and theme update installations. If you’re looking for help customising your theme, integrating with third party apps or theme update installations, we recommend reaching out to one of our partners.

  • What we cover

    • Answering questions about Fluorescent products and the technical capabilities of our products.
    • Assistance with setting up and troubleshooting Fluorescent product features and settings.
    • Fixing bugs or issues in unmodified theme installs.

  • What we DON'T cover

    • Support related to the Shopify admin, search engine optimisation, conversion rate optimisation, and page speed.
    • Design or code customisation, installing theme updates, or transferring customisations to a new version of the theme.
    • Troubleshooting issues related to custom theme modifications.
    • Troubleshooting issues with AI-generated sections or blocks.
    • Support for integrations, third-party apps or analytics.

  • Limitations

    • The level of support we can offer is limited for versions that are more than a year old, and very limited for vintage versions of themes (pre-OS 2).
    • Unlicensed themes aren’t eligible for support or updates when new features are released.
    • If you want to transfer a theme licence to another store, please contact Shopify Support’s billing department for assistance.

Read the full policy

Contact

Ready to talk to a real human?

We are available Monday to Friday, 10AM to 6PM PT, excluding statutory holidays. We aim to respond to all tickets within 24 hrs, however please allow 1–2 business days for a support response. All tickets are responded to in the order that they are received.

  • Friendly humans, not chatbots
  • Replies within 1–2 business days
  • Expert help with every Fluorescent theme

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