At Oak & Cove, we have done our best to create themes that are as easy to set up and use as possible, however, we are more than happy to provide support for anyone who has purchased one of our themes and needs a helping hand. We pride ourselves on providing exceptional support through our ticketing system because we care about our customers and want to make sure you get the most out of your purchase.
This support policy clearly states what is and what isn’t covered. Our support system is in place to ensure that you get your purchased theme easily installed, set up and working as it does in the demo. We can also help with any questions you have about the theme’s features and using the customizer options, as well as fixing any bug issues that you may come across. Not only that, but we can also set up your purchased theme to look just like the demo if you wish, with all the demo content included. That way, all you have to do is replace the photos and text with your own.
We would appreciate that the design features and functionality of our themes are used as intended, rather than being modified into something that looks / works differently. Therefore, unfortunately, customisation services are not covered by our support policy. This includes changing the styling or functionality of the theme, nor can we provide support for any issues that may arise from modifications made to the theme’s code, styling or functionality. If you wish to customise or modify your theme, we can offer our professional custom development services at an additional cost, simply contact us with details of what you require and we will get back to you with a quote. Alternatively you can hire a professional web developer to help you.
We are not able to provide support for any conflicts or issues that may arise from installing non-inclusive third-party plugins – this should be taken up with the author of the plugin.
We cannot offer help for general WordPress issues / questions relating to the installation, customisation or administration of the WordPress platform. For help with any of these, the support forums on the wordpress.org website is a good place to start. We are also unable to provide any support for hosting or server related problems – you will need to contact your hosting provider and raise the issue with them.
To sum up…
We are happy to provide support with:
- installing your purchased theme
- setting up your theme to work like the demo
- answering questions regarding the theme’s features and customising options
- fixing any bugs
- installing and setting up the theme with demo content
We are not able to provide support for:
- theme customisation and modification
- issues caused by user modification of the theme’s code, styling or functionality
- issues caused by non-inclusive third-party plugins
- general WordPress questions and issues
- issues relating to hosting or servers
We understand it can be frustrating when waiting for a response so we always endeavour to reply to you as soon as we possibly can, usually within 24 hours, Monday to Friday. However, we are based in the UK so please take into consideration different time zones.