Contact and support

Set up your store's contact page

This contact form is for shoppers to reach your store. The theme-support guidance below is for you, the merchant, to contact your theme seller.

1. Create or open your Contact Page in Shopify admin and assign the contact template when available. Add your own short introduction to the Page body.
2. In the theme editor, open that Page and select Contact.
3. Enable Show order number field if you handle order enquiries, or Show phone field if a telephone number will help your team reply. Both fields are optional for shoppers.
4. Enable Show topic selector to organise messages. In Topics, enter one choice per line, up to 20. Replace the supplied examples with topics your team can handle. A blank list hides the selector.
5. Save, open the storefront preview, and check the labels and layout. Add the Page to your main or footer menu using Pages and navigation.

Result: the form collects a name, email address and message, plus only the extra fields you enable. Email and message are required. The extra fields start off, so existing contact pages retain a short form until you choose to extend it.

The order number is a reference typed by the shopper; it does not look up an order or confirm ownership. Topic choices are included in the submitted message. They do not automatically route requests to different teams or create help-desk tickets.

Visible labels, required/optional markers and form messages can be changed in Edit default theme content → Contact. Edit the topic choices in the Contact section itself. If you publish other languages, translate the interface labels and your topic list as appropriate.

Confirm messages reach your store

Keepsake uses Shopify's native contact form. Review your store's notification settings and send one clearly labelled test message with invented details after setup. Confirm that the actual recipient receives the email and that the optional fields you enabled appear in it. Shopify controls message delivery and spam protection; a success message means Shopify accepted the submission, not that an inbox has been checked. See Shopify's contact-form guidance.

When Shopify returns an error, the form shows an explanation above the fields. Email and message errors link to the affected input; previously returned values are escaped before display. If the form cannot submit, review the highlighted fields and any Shopify verification prompt before trying again. A retry can require re-entering custom fields if Shopify does not return them.

Keep delivery promises, business hours and contact details in your own Page content accurate. Contact submissions are separate from order changes and marketing consent. Do not ask shoppers for passwords or payment-card details.

Contact your theme seller

Keepsake is supported by Brimleaf Studio. Use the Keepsake support form or email contact@brimleafstudio.com. The full online manual is at Keepsake documentation. Keep your purchase reference and theme version to hand.

We aim to respond within two business days, Monday–Friday. Theme support covers setup, the supplied sections and settings, and reproducible theme bugs. Custom development, third-party app configuration, Shopify billing and payment-provider issues may need a separate developer or the relevant provider. A response target is not a promise that every issue will be resolved within that time.

You can attach up to two PNG, JPG or WebP screenshots (2 MB each, 3 MB in total). Remove private information first. After a successful submission, keep the displayed request reference and look for the automatic email receipt, including in spam. You can reply to that email with further details. If the form confirms sending but cannot confirm the receipt email, keep the on-screen reference; your support request was still sent. If the form cannot confirm sending, it keeps your text so you can copy it into an email. Do not repeatedly submit the same report.

Before contacting support

1. Look up the symptom in Troubleshooting.
2. Confirm which theme and edition you are testing, and whether it is published or an unpublished preview.
3. Save the editor and check the actual storefront preview.
4. If safe, reproduce the issue in an unpublished duplicate using a test product and invented personalization.
5. Record the exact steps and what you expected to happen.

Expected: another person can follow the same steps and recognise the same result. A screenshot is useful, but steps are needed for an intermittent add, save or payment issue.

Do not change or disable a working live purchase flow just to gather a support example. See Theme updates and apps for a safe comparison process.

Information to include

Information	Useful detail
Purchase	Purchase channel and an order or licence reference if that channel requires it; hide billing details.
Theme	Keepsake edition, version if available, and the original download date or filename.
Where	Public page URL or preview URL, affected product/page template, and the relevant editor section or block.
Steps	What you selected, entered and saved, in order. Use invented customer text.
Result	What happened and what should have happened. Include the exact visible error message.
Device	Browser and version, device type, and whether the problem occurs on another browser or device.
Timing	Approximate time and time zone, whether the issue is repeatable, and whether it began after a change.
Recent changes	App name, app block/embed, template setting or custom modification relevant to the issue.
Evidence	A cropped screenshot or short recording showing the affected control, with private information removed.

If you cannot locate the theme version, say so and provide the edition and download filename instead. Do not guess. A screenshot of the relevant theme-library information can help after store and account details are removed.

Copy this request template

Subject: [Short description of the problem]

Purchase channel / reference, if required:
Theme edition / version or download filename:
Published theme or unpublished preview:
Affected page and template:
Section or block setting involved:
Browser / device:
Approximate time and time zone:

Steps to reproduce:
1.
2.
3.

Expected result:
Actual result / exact visible error:

Does it happen every time?
What changed before it started?
Relevant app or customisation, if any:
Result in an unpublished comparison copy, if checked:

Redacted screenshot or recording attached:

For an interrupted bag update, state whether you were adding, changing quantity, editing personalization or saving an order note. Say what the refreshed bag contained. Do not keep repeating the purchase action to demonstrate it; follow Shopping bag recovery.

Share evidence without sharing credentials

Support requests should not contain passwords, two-factor codes, recovery codes, API keys, access tokens, payment-card details or exported customer lists. Do not paste an authenticated browser session, a full network log or a store backup into a public issue.

Use a test product and invented personalization when possible. Crop or cover customer names, email addresses, postal addresses, order numbers and any other personal information before sending a screenshot. A real customer's personalized gift text can also be private.

If further access is necessary, the support provider should explain what they need and why through the verified purchase channel. Use Shopify's access controls to grant only the necessary permissions, and remove temporary access when the work is complete. Do not share an account password as a substitute.

Choose the right support team

Problem area	Start with
Theme layout, theme settings, supplied sections, navigation display or theme bag interface	The theme seller's verified support route.
Shopify account access, billing, checkout payment setup, taxes, shipping configuration or platform availability	Shopify support and the relevant payment provider where applicable.
App configuration, app-specific options, subscriptions, reviews, customiser output or supplier handoff	The app developer. Include the theme edition and the comparison result.
Store prices, stock, product descriptions, delivery promises or customer-order handling	The store owner or the team responsible for that store data and fulfilment.
Custom code commissioned separately	The developer who supplied the change, with theme support involved if a supplied theme feature also fails.

Some issues cross these boundaries. For example, a missing app field might involve both the app's setup and its placement in a product template. Explain the observed behaviour and the checks you made; the teams can then identify the appropriate next step.

This table describes where to begin. Custom work and update entitlement follow your actual purchase and service terms. Third-party compatibility depends on the app, its configuration and any custom code; include a safe comparison result when possible.

If you are a shopper asking about an order from a store using Keepsake, contact that store using its own published contact information. Theme support cannot change a merchant's orders or delivery arrangements.