FAQ
Below our FAQ are some common concerns of our clients before purchasing from our collection. If you have other questions, please just send them to nuru@glowbyhellen.com.
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Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email at nuru@glowbyhellen.com and we will get back to you within few hours!
Q: “I ordered the wrong size, can I change it?“
Yes you can, but you have to be quick. Once your order is being printed or shipped out, unfortunately we cannot change it anymore. If you need a change of size, contact our support team immediately at nuru@glowbyhellen.com. Remember to mention your order number when contacting us.
Q: “I entered a wrong address, can I still change this?”
As long as your item is not shipped yet, we can still change this in our backend system. Please email us the correct address and your order number to nuru@glowbyhellen.com and we will take care of it. Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case, you need to contact the carrier who is delivering your items.
Q: “I changed my mind, can I still cancel my order?”
We operate on a print-on-demand model. Each product you see in our catalog is made on-demand—once you place an order, we produce it specifically for you. This allows us to avoid overproduction and textile waste, and we pride ourselves on being part of the sustainable fashion movement.
Your items are being processed and printed in almost real-time; therefore, we cannot cancel your order once production has started. Please DO NOT place an order if you do NOT want the items. As per our policy, once you place an order, there is no cancellation or refund for accidental or test orders. If you have any questions, ask our customer service BEFORE you place an order.
Q: “Would assistance be available to upload the template if needed?”
Yes, we will assist you to install the template if needed
Q: “Do you guys offer customisation services for your themes?”
Yes, we do. Please send your customisation requests to email@domain.com, we will give you our quote. Thank you.
Q: “Do you guys provide customer support during weekends / holidays?”
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Q: “What I have to do when I need your support?”
1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
2/ Capture screenshot or video for the issue you get.
3/ Specify which template and version you are using.
4/ Describe clearly how to reproduce the issue.
5/ Submit a support ticket at here: https://halosoft.ticksy.com/. Our support team will get back to you soonest, please help us to wait.
Technical + Theme Questions
Q: “I cannot upload the theme to my Shopify store / Shopify alerts that the file is too big to upload, what is the problem?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I turn on/off Lazy Loading Image / Item Animation / Fade Up on the page?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “I want to have the dropdown cart displayed automatically every time clients hover over it (instead of clicking on it). Is it possible?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I turn on/off some blocks on the page?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “I notice that the images used in the theme are all portrait. Will that be a problem if I use square images for our products? How will they be displayed in the theme?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Does the theme support image resizing and cropping?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I add borders around our product images?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Can I have multi level menu?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Q: “Does the theme support variant image?”
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.