Please make sure that you follow below steps:
1/ Download the package from themeforest.net (the file is in zip format)
2/ Extract the file you've just downloaded.
3/ Find the file in the unzipped folder "themes": velatheme_version_package_v1.x.x.zip, then you just need to upload this file to your Shopify store.
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/ Send all information (staff account, screenshot, video, template name and version, description of the issues, link) to velatheme@gmail.com
01. Why is my Product delayed?
We’re sorry you’ve experienced a delay. We aim to provide the most up-to-date information that we have in My Account and in all circumstances, rest assured, we’re doing all that we can to get your order to you.
- My Account shows my product is Being made
- My Account shows my product is Being shipped
- My Account shows my product is Being prepared for dispatch
Your product has arrived at our distribution centre and we’ll be preparing it for dispatch. In most cases, our turn around times are quite quick but on rare occasions, product(s) may be delayed at this stage.
02. Why are you lead times so long at the moment?
We know our lead times are not great at the moment, we’re working closely with our suppliers to reduce these. There’s currently a lot of pressure on global shipping around the world. As a result, our products are taking longer to arrive into ports. This does unfortunately mean that your dispatch date may change, or your order could be delayed, but rest assured that we’re doing all we can to get it out as quickly as possible