Support policy
Kyoto is made and supported by Shopippi. Support is included in the price of the theme.
How to reach us
- Support form: open the support form. It is the fastest way, because it asks for the details we need.
- Email: [email protected]
You can write to us in English or Japanese. 日本語でのお問い合わせも受け付けています。
| Support hours | Monday to Friday, 10:00 to 18:00 Japan time (JST), except Japanese public holidays |
|---|---|
| First reply, English | within two business days |
| First reply, Japanese | within one business day, Japan time |
When you send the form, you get an automatic confirmation by email with a link to the FAQ. Sending the same request several times does not make it faster; reply to our email instead, so the whole conversation stays together.
What's included and what isn't
| We help with (included in the theme price) | Outside our support |
|---|---|
| How to use Kyoto's settings, sections and blocks | How to use the Shopify admin in general (we point you to Shopify's help) |
| Fixing bugs in Kyoto when its code has not been changed | Changing the theme code or building custom features, including code written with AI tools |
| Where to place app blocks, and finding out whether a problem comes from the theme | Problems inside third-party apps, and app settings |
| Accessibility problems caused by the theme (we fix them as bugs) | Accessibility of content you add, and legal advice (for example on Japan's seller disclosure or GDPR) |
| How to update with Shopify's standard theme update | Doing the update for you, or moving code changes into a new version |
| Speed problems caused by the theme's own files | Speed problems caused by apps, images or tracking tags; SEO and conversion consulting |
| The checkout (a theme can change the store up to the cart page; the checkout is Shopify's) |
When something you ask for is outside our support, we still tell you whether a setting can get you close to it.
We don't sell paid customization, paid priority support or a paid update service, and you never need a paid app to update Kyoto. For code changes we recommend hiring a Shopify Partner (https://www.shopify.com/partners/directory). Always duplicate the theme before anyone edits its code.
What to include in a request
- Your store address (for example
your-store.myshopify.com). - The theme version: in Online Store > Themes, it is shown under the theme name.
- The page address where the problem happens.
- Your device and browser (for example "iPhone 15, Safari").
- A screenshot or a short screen recording.
- If the theme code has been edited: a preview link of a duplicated, unedited Kyoto, if you can.
Your store's security
- We will never ask for your admin password or for a staff account login. If we need to look at your store, we send a collaborator request from our Shopify Partner account, which you can approve or decline in Settings > Users. Remove our access when we're done.
- We use the details you send only to answer your request. We don't store or use your customers' or orders' data.
Bugs and fixes
If we confirm a bug in Kyoto, we fix it in the next theme update and tell you when it is available. Until then we give you a workaround when there is one. Critical problems (for example shoppers can't reach checkout) are handled first.
Known issues and fixes are listed in the Changelog.
Refunds
Theme purchases are handled by Shopify, and Shopify's policy is that Theme Store purchases are final sale and non-refundable; the only exception Shopify lists is moving a paid theme between stores you own. We can't issue refunds ourselves. Please try Kyoto in your store before you buy, read What Kyoto can and can't do, and ask us any question first. If something doesn't work as described, contact us: we'd rather fix it.
Reviews
If we solved your problem, we'd be grateful for an honest review on the Theme Store. We ask once, after your request is closed, and never in exchange for anything.