Sorbet — Support

Support for Sorbet, a Shopify theme by HAPPYPRELUDE. Most questions are answered in the theme documentation — it covers every section and setting, and the handful of choices whose effect isn’t obvious from the label.

Email support

Before you write

Two things resolve a large share of questions on their own.

Check the documentation first. Settings that appear to do nothing — the bubble rail, quick add, the sort control — usually have a stated prerequisite.
Check the live site, not only the editor. The theme editor preview is narrower than a real browser window, so a layout can stack in the editor while the published page is correct. Open the preview in its own tab.

What to include

A reply is much faster with these in the first message:

Your store URL, and a preview link if the theme isn’t published yet.
The page and the section — for example “collection page, bubble rail”.
What you expected, and what happened instead.
A screenshot or screen recording. For anything involving movement or hover, a recording saves a round trip.
Your device and browser, and whether it also happens on another one.

If the theme isn’t published, send a preview link rather than a password. Shopify generates one under Online Store → Themes → … → Share preview, and it can be revoked at any time.

What support covers

Installing and setting up the theme.
Using any section or setting the theme ships with.
Bugs in the theme, including layout and accessibility problems.
Theme updates, and what changes between versions.

What it doesn’t cover

Not out of reluctance — these are either someone else’s code or a different kind of work:

Custom development. Changes to the theme’s code, new sections, or design work beyond the available settings.
Third-party apps. An app that injects its own markup is supported by whoever makes it. If an app and the theme genuinely conflict, do write — that part is ours.
A modified copy of the theme. If the code has been edited, we can still help, but the first step is reproducing the problem on an unmodified copy.
Shopify itself. Plans, billing, domains, payments, shipping and checkout are Shopify’s own support. Checkout cannot be changed by a theme.
Content. Product photography, copywriting and merchandising.

Response times

Support is by email, in English and French, Monday to Friday. We aim to reply within two business days. Requests sent over a weekend or a public holiday are answered on the next working day.

Bugs

If you’ve found a reproducible bug, say so plainly and include the steps. Confirmed bugs are fixed in the theme itself and released to everyone, so a clear report helps every other merchant using Sorbet too.

Theme documentation