Average reponse time: 4 hours 20 minutes
START HERE
Where should we send you?
Three ways to get an answer. If none of them fit, the form above is open to everyone.
You have a license
Open a ticket from inside your account and we’ll already have your license, products and site details. Less back and forth.
Can’t log in? Write to us ↓
Using a free product?
You can contact us without a licence. Read how our support works and what to expect, then send us your question.
Read it? Write to us ↓
Before you buy
Pricing, licensing, refunds and updates are covered in the FAQ, along with most of what people ask us before buying.
Not covered? Write to us ↓
ASKED ALL THE TIME
Quick Answers
What is your refund policy?
We offer a full refund for the first 30 days after purchase. No need to explain yourself.
For how many sites can I use the products?
It depends on the product and the plan you’re on. Some plans cover a single site, others cover unlimited sites. The pricing page for each product lists the site limit per plan. Where a plan allows unlimited sites, our Fair Usage policy applies.
How long will I receive theme and plugin updates?
For as long as you have an active subscription. Updates, security fixes and support stop when it ends.
Can I get an invoice with my company details or VAT number?
Yes. The easiest way is to enter your company name, address and VAT number at checkout. They’ll appear on the invoice straight away.
You can also update your billing details in your account at any time, and they’ll be used for future invoices automatically.
What kind of support do you offer?
Start with the documentation — it covers setup and troubleshooting for every product, free and premium.
For our free themes and plugins, the WordPress.org support forums are the main channel, and you can always write to us from this page too.
If you’re on a paid plan, you get access to our ticketing system through your account. Paid support comes in three levels — Standard, Priority and Premium — each one moving your ticket further up the queue. Which level you get depends on your plan; you’ll find the details on the product’s pricing page.
GOOD TO KNOW
How support works
| Support hours | Monday through Friday, 9:00 AM – 5:00 PM EEST. |
|---|---|
| Response time |
Standard Support — we reply to your tickets within 12 business hours.
Priority Support — your requests are placed ahead of Standard Support, with responses within 8 business hours.
Premium Support — our fastest support. Your requests get the highest priority, with responses within 6 business hours.
|
| Free products | We support our free themes and plugins too. You don’t need a licence to write to us. Paid users are prioritised, though, so we can’t guarantee a response time for free-product questions. |
| Where the reply comes from | Answers arrive from friends@themeisle.com. Adding that address to your contacts keeps it out of your spam folder. |
| Before you write | Please have a look at the documentation. Most questions are already answered there. |
Send us a message
Tell us what you need and we’ll take it from there. The more context you share, the more useful our reply will be.
Supported by Real People
ThemeIsle is a global remote team of passionate WordPress professionals delivering awesome themes and plugins for more than 471,039 users.
Customization
We offer professional WordPress services to handle your needs directly — website design, ongoing support, speed optimization, SEO foundation work, maintenance, and hacked site repair.
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