Frequently Asked Questions

Pre-Sales Questions

How does the payment process work? and when will I get my theme?

Once you’ve selected a theme, you will be taken to our HaloThemes Pricing Options page. Fill in your details and click ‘Buy Now’ or ‘Sign me up’. You will then be redirected to the payment system you chose. Once the payment process has been completed you will receive an email with your account password. Log in and download your purchased theme or club subscription.

Which payment options do you offer? Do you accept PayPal?

Yes, we use PayPal and Credit Card that offers all kinds of PayPal and Credit Card payment options including credit card-options. If you have any questions about our payment options, please contact us directly at: support@halothemes.com

I haven’t received any email and can’t log in yet, how long will it take?

Usually the email will be sent to you the moment your payment is approved. When payment is made by PayPal and Credit Card the status automatically shows pending because the payment is being deposited, this can however take up to 48 hours. If you have paid by PayPal and CreditCard and can’t login. Contact us and we will be happy to help.

Remember to leave us your Order number as well as your Username created on HaloThemes.

Do you offer a refund?

All purchases at HaloThemes are covered by our “Money Back Guarantee Policy”. If you’re not satisfied with your themes and/or add-ons / plugins / extensions, we will try our very best to help you as much as possible.

In case our templates or extensions get any issue that we cannot help, we will refund the full price you paid immediately.

Why a refund may not be given

  • You don’t want it after you’ve downloaded it.
  • The item did not meet your expectations.
  • You simply change your mind.
  • You bought an item by mistake
  • You do not have sufficient expertise to use the item.
  • You ask for goodwill, or
  • You can no longer access the item because it has been removed / discontinue (we advise you to download items as soon as you have purchased them to avoid this situation).
  • Refund is not applicable on Custom Service (such as custom development works, consulting works and any order services we provide)

A refund may be given

1. Product Not-As-Described

Such issues should be reported to our Technical Support Department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.

2. Major Defects

Although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Department. We keep the right to rectify the error or defect within 72 hours (exclude Sartuday and Sunday). Please note that our technicians can request temporary access to your server in order to identify and fix the possible issues with our Products. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your sever will result in your inability to qualify for a refund.

3. Items that have not been downloaded

If you have not downloaded a purchased item within 15 days from the date of purchase, you may be eligible for refund. You will be required to provide the author of that item your purchase code in order for the author to verify your claim that you have not downloaded an item. Although we think 15 days is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.

Themes Questions

Do I get theme updates for new versions of Magento?

Yes, of course! We will send out a newsletter to all our customers when a new Magento version is released, all you have to do is re-download your Theme from your Account Dashboard at https://www.halothemes.com/amember/

Am I able to change/modify the themes in any way?

Our themes are created for development – this means that images, colors, fonts, layouts and anything else related to the design of our themes can be changed or modified.

What browsers are your Magento themes compatible with?

Although we dont give any guarantee on browser compatibility, all our themes are tested thoroughly in all these major browsers like:

  • Firefox
  • Chrome
  • IE 9
  • Safari

My store is in a different language? Is that okay?

Yes! All our themes can be easly customized to your language. Things you may need to change are images which can be edited using our PSD files. PSD files are opened with Photoshop.

What do you consider unauthorized use?

You may not, duplicate on CD or diskette or website as a method of reproduction in any kind. If you are interested in reproducing or modifying our templates, please contact us for written consent.

All template XML copyright data must remain as is when purchased, you agree not to edit this information in any way. All of our templates are subject to copyright and intellectual property laws, you may not claim intellectual or exclusive ownership to any of our products, modified or unmodified.

Technical Troubleshooting Questions & Answers

The installation doesn’t work. I got a blank page or an error page. What should I do?

Please check your configuration file app/etc/local.xml and make sure all database info are entered correct and make sure the XML file is valid (no missing tags, etc…). Also check and Layout Update XML in Pages or Static Blocks manager to make sure the XML valid.

I installed the Full Demo Site package successfully but my site doesn’t look like HaloThemes’ demo site.

Probably the package is not up-to-date. Please download and try the template’s latest version.

I can’t install 3rd-party extension from Magento Connect after installed the demo package.

Please try to delete file downloader/pearlib/pear.ini

Shopify Theme Questions

Will your template be fully compatible with Shopify?

Yes it is.

I cannot upload the theme to my Shopify store / Shopify alerts that the file is too big to upload, what is the problem?

Please make sure that you follow below steps:

1/ Download the package. (the file is in zip format)

2/ Extract the file you’ve just downloaded.

3/ Find this file from the extracted data: name-theme-source-X-X-X.zip, then you just need to upload this file to your Shopify store.

What I have to do when I need your support?

To save your time and reach our support quickly, please follow below steps:

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 support@halothemes.com

Would assistance be available to upload the template if needed?

Yes, we will assist you to install the template if needed.

Do you guys offer customization services for your themes?

Yes, we are able to do. Please provide us custom requirements directly at: support@halothemes.com, we will check and give you a quote ASAP. Thank you.

Can I turn on/off Lazy Loading Image / Item Animation / Fade Up effect on the page?

Yes. You can turn on/off the animation in the Setting page.

Can I turn on/off some blocks on the page?

Yes. You can turn on/off almost any blocks on the page (featured products, slideshow, banners, related products, recent products,…).

I want to have the dropdown cart displayed automatically every time clients hover over it (instead of clicking on it). Is it possible?

Yes, we have a setting for you to switch between these two options: Display on Hover and Display on Click.

What is included in the theme package?

The theme package includes: Theme Source, Photoshop Design Files, Sample Data & Theme Manual (User Guide).

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?

That is not a problem. You just need to modify the width/height ratio in theme settings.

Does the theme support image resizing and cropping?

Yes. Normally, the theme will resize images to a default size (based on your width/height ratio setting). We also have Crop setting if you don’t want to scale the image.

Can I add borders around our product images?

Yes, you can. You can also set image border colours.

Can I have multi level menu?

Yes, you can. Just simply follow the instructions in our Manual Guide, you will be able to easily create a multi-level menu.

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.

Does the theme support Variant Image?

Would assistance be available to upload the template if needed?

Yes, we will assist you to install the template if needed.
Unable to find satisfactory answers ?Contact Support

Request for Installation

Please add our email support@halothemes.com to your address book to ensure our response email isn't marked as spam mail. We provide installing our Magento Themes and Magento Extensions on your hosting.
Time for installation usually takes 24 - 48 working hours.

Purchase Order Number

Please enter below info so that we can verify your order.

Your Contact Information

Who should we contact during the installation process?

Your Magento Site

If you have no Magento Administrator Account, please give us your desired account, we will create it for you

CPanel / Plesk Or Other Hosting Control Panel Account

If you have no Magento Administrator Account, please give us your desired account, we will create it for you

Your FTP Information

Required for uploading files, you can ignore this if you already provided hosting account info above.

Have a Project Request?

This is a simple question and answer form that will allow us to review your project requirements in detail, and get to know a little about your company and project needs before discussing the project in detail with you. We are honored to the opportunity to be working with businesses of all sizes, to help them succeed online. Any information you send to us is private and confidential, as we value your privacy above all else.

Your Information & Request

Check all services your project requires *

Open A Support Ticket

Please add our email support@halothemes.com to your address book to ensure our response email isn't marked as spam mail.

Your Photo

Contact Support Team


Support Terms

Please add our email: support@halothemes.com to your address book to ensure our response email isn’t marked as spam mail.

What does support include?

Plus, item support includes:

  • Availability to answer questions
  • Get assistance with reported bugs and issues

Item support does not include:

  • Customizations and installations

We will try our best to reply your emails as soon as possible. However, we will prioritise email regarding Theme features and issues.

We will reply your email regarding Theme features and issues within 24 hours.

Regarding emails about template customisation, we will reply you within 48 hours (but normally much sooner).

Your opinions is highly appreciated and help us built better products.

Thank you, HaloThemes Team.