FAQ

Bitte stellen Sie sicher, dass Sie die folgenden Schritte befolgen:

1/ Laden Sie das Paket von themeforest.net herunter (die Datei ist im ZIP-Format)

2/ Extrahieren Sie die gerade heruntergeladene Datei (vergessen Sie diesen Schritt nicht).

3/ Suchen Sie diese Datei: ella-xxx-sections-ready.zip im Ordner Ella Sections Ready xxx, dann müssen Sie nur noch die Datei ella-xxx-sections-ready.zip in Ihren Shopify-Shop hochladen.

- Wenn Sie die Ella RTL-Version verwenden möchten, finden Sie diese Datei: ella-xxx-sections-ready-rtl.zip im Ordner Ella Sections Ready xxx RTL. Anschließend müssen Sie nur noch die Datei ella-xxx-sections-ready-rtl.zip in Ihren Shopify-Shop hochladen.

- Wenn Sie ein Child-Theme installieren möchten, gehen Sie bitte zum entsprechenden Theme-Ordner

Um Zeit zu sparen und unseren Support schnell zu erreichen, befolgen Sie bitte die folgenden Schritte:

• Erstellen Sie ein Mitarbeiterkonto für uns (mit Berechtigung für Designs und Einstellungen) http://docs.shopify.com/manual/settings/account/staff-members
• Machen Sie einen Screenshot oder ein Video zu dem Problem, das Sie haben.
• Geben Sie an, welche Vorlage und Version Sie verwenden.
• Beschreiben Sie klar und deutlich, wie sich das Problem reproduzieren lässt.
• Senden Sie alle Informationen (Mitarbeiterkonto, Screenshot, Video, Name und Version der Vorlage, Beschreibung der Probleme, Link) an email@domain.com

Ja, wir unterstützen Sie bei Bedarf bei der Installation der Vorlage.

Geben Sie Ihren Kunden mit Overlay-Text einen Einblick in Ihre Marke. Wählen Sie Bilder und Texte aus, die zu Ihrem Stil und Ihrer Geschichte passen.

Geben Sie Ihren Kunden mit Overlay-Text einen Einblick in Ihre Marke. Wählen Sie Bilder und Texte aus, die zu Ihrem Stil und Ihrer Geschichte passen.

Shipping time varies depending on your location, and we ship from multiple fulfillment centers worldwide based on customer demand. Generally, the average shipping time is 7 to 12 business days. Please be patient, and we will deliver your package as soon as possible..

If the order has not been processed in our system's shipping process, we can adjust the shipping address for you.

However, once the order has been processed and shipped, or is already in transit, we are unable to change the shipping address directly. In this case, we recommend that you contact your local post office to explore the possibility of changing the address or arranging for pick-up of the package. If you are unable to receive the package due to an incorrect address, please contact our customer support service team promptly, and we will do our best to provide you with the necessary assistance and solutions.

If you're unsure whether your package has been delivered or if you haven't received it, you can follow these steps:

1. Check for deliveries: Ask your neighbors, building manager, or security guard if someone might have signed for the package on your behalf.

2. Contact the post office: If the package may have been delivered but you didn't receive it, contact your local post office to inquire about your package. Sometimes, the post office may hold packages temporarily after a failed delivery attempt.

3. Contact customer support: If the above steps don't resolve the issue, please contact our customer support team and provide your tracking number. We will review the information and provide further assistance and solutions.

Orders may be shipped in multiple packages due to international shipping value limitations in your country/region. When the total value of your order exceeds these limits, we may split the order into multiple packages to ensure smooth delivery. Each package will have a separate tracking number. To learn more accurately about the specific value limits in your area, we recommend contacting your local customs authority directly.

Our company address is not the return address, and the return address will be specified via email after submitting a formal return request. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange. The returned item must be in new, unused condition, in the same condition that you received it, and well-packaged in its original or equivalent packaging. You will also need to provide a receipt or proof of purchase.

If the product is a custom steering wheel, body film, custom leather cover, etc., and is in production, returns or refunds for non-quality issues will not be accepted.

For electronic products and screen products, returns can only be requested within 30 days from the date of receipt after installation or use. When returning, you must ensure that the product comes with all original accessories (hardware, cables, screens, stands, manuals, original packaging boxes, etc.) in good condition, and return them together with the original packaging.

Within 30 days after receiving the product, if there is a quality issue, please provide pictures or videos that prove the quality issue, and we will bear the return shipping cost after confirmation.

Within 31 to 365 days after receiving the product, if there is a quality issue, TMATE will be responsible for replacement and repair, but the round-trip shipping cost will be borne by the customer.

For more details, please refer to Refund | Exchange Policy .

• If you wish to cancel an order, please contact customer service as soon as possible before the order is shipped. If your order has already been shipped but you still wish to cancel, please return it upon receipt and follow the "b" clause.

• Within 30 days of receiving the product, if there are no quality issues with the product, please note that the shipping cost for returns or exchanges will be borne by the customer, as well as any applicable customs duties and other fees.

a. For exchange orders, the customer is responsible for the cost of returning the product and the cost of re-shipping the replacement. Additionally, there will be an 8% restocking fee charged. The return shipping cost will be deducted from the refund amount. (For bulk items, please email tmate@menewenergy.com for confirmation.)

b. For return orders, the customer is responsible for the return shipping cost. Additionally, there will be an 8% restocking fee charged. The restocking fee will be deducted from your refund amount. (For bulk items, please email support@tmatesla.com to confirm the detailed amount.)

Indeed, we occasionally hold special promotional activities to reward our customers. Whenever a promotion starts, a notification window will automatically pop up on our homepage, detailing the specific content and discount information of the current promotion. To avoid missing any opportunity for discounts, including details of all ongoing and upcoming promotional activities, we recommend subscribing to our email list at the bottom of our homepage, so that you can receive notifications firsthand.

Please note that only one promotion or discount code can be added into the cart as only one code can be used per order. Your discount code may not work if there is already a code applied to the order.

If your discount code is not working, please try clearing your browser cache or try using a different web browser. If the issue persists, please contact our Customer Support Team. We will do our best to assist you at that time!

All promotion and discount codes need to be added into the shopping cart before checkout. You can find the code box on the right hand side on the checkout page.

At this time, only one promotion / discount code can be applied per order.