Support Policy
Uncode themes aim to ensure your smooth and pleasant experience while using our theme. We have a theme support desk to open to all our customers.
Who gets our Support policy?
We offer a Theme support policy for both free and premium themes. If you download a free theme from our website, you can email us with the issue within a week and get our service.
For the premium theme support, we provide free support through email and chat for a year. To continue the service, you should renew your theme subscription after a year.
Support schedule
All documentation from Uncode themes is available 24/7!
Our support desk reviews your request multiple times on normal working days (Monday to Friday). We typically work from 07:15 to 15:15 Gulf Standard Time (GST) so please keep this in mind.
We aim to reply to your issues within 24-48 hours during working days. It might delay during the weekend and public holidays. We’ll occasionally provide support at weekends, but please do not expect a fast turnaround on Saturday or Sunday.
What will we support you with?
- Installing your purchased theme;
- Setting up your premium theme to work as shown in the demo;
- Minor theme modification such as colors or fonts for existing elements;
- Adding Custom CSS code no exceeding 10 lines;
- Changes of alignment for various elements
- Remove necessary non-customizable features from your premium theme (like sidebar, slider, author details);
- Fixing a plugin conflict/ incompatibility or bug
What our theme support policy does not cover?
- Any changes that include over 20 lines of code in multiple theme files
- Extensive theme customization;
- Change the location of an element in a theme
- Change the layout of the theme;
- Add features that are not included in the premium theme by default (like adding video support in a specific slideshow; or adding a new menu)
- Adding a new color scheme;
- Any Issues relating to hosting or servers
Our support policy does not offer support during the installation or customization of WordPress itself, nor do we provide support to the 3rd party WordPress plugins. Also, we cannot help you with the customization for functionality that is already in the theme