This page explains who can get help from us, where to ask, what we can help with and how quickly we reply.
Who gets support
- Paid website templates: support is included for the period of your licence. That is one year for a single template or the All Templates plan, and for life with the Lifetime Membership. See the licence for details.
- Free WordPress themes and free templates: we help on the support forum when we can, but we cannot guarantee a reply or a fix.
Where to ask
- Questions about a template or theme: post on the Colorlib support forum, in the category for your product. Answers there help other people with the same question, so we do not answer support questions by email or through the contact form.
- Purchases, downloads, invoices and licences: use the contact form. Your downloads and invoices are also in My Account.
Never post passwords, licence keys or other private details on the forum. It is public.
What support covers
- Downloading the files and getting the template or theme running.
- Using the features and options that the product includes, as described in its documentation and demo.
- Bugs: if something in our code does not work as described, we fix it, usually in an update.
- Small adjustments, where a short CSS or JavaScript snippet solves the problem.
What support does not cover
- Custom development: new features, new page layouts, larger design changes or converting a template to another platform. If you need this, our custom design service can quote for it.
- Third-party plugins, scripts and services: we try to stay compatible with popular ones, but we cannot support or fix code we did not write.
- Hosting and server problems: server configuration, email delivery, domains and similar issues are best handled by your hosting company.
- Teaching the basics: we can point you to good tutorials, but we cannot teach HTML, CSS, JavaScript or WordPress from the beginning.
- Remote sessions: we do not log in to your site or server, and we do not offer screen-sharing calls. Everything happens on the forum.
How quickly we reply
We answer forum questions on business days (Monday to Friday, European time), in the order they arrive. Most questions get a first reply within one to three business days, and complex problems can take longer. A link to the page where the problem happens, plus a screenshot, helps us answer faster.
Refunds
If a template does not work and we cannot fix it, you may be eligible for a refund. The conditions are in our refund policy.