If a guide did not solve your problem, the Composerie team is happy to help. This article shows you how to reach us, what details to send so we can fix things fast, and how quickly to expect a reply. It is for any merchant who runs into a problem and wants a person to look at it.
How to reach us
You can email support@composerie.com directly. The better option is to start from the dashboard, because that attaches your store and account details to your message automatically. That saves a round of back and forth where we ask which store you mean.
Open Contact support from the dashboard
In the dashboard, open the help menu and choose Contact support. Starting here attaches your store and account details to the message, so we already know which shop and plan you are on.
Describe what happened
Tell us what you expected, what actually happened instead, and the steps you took to get there. A screenshot or short screen recording helps a lot. The more specific you are, the faster we can find the cause.
Send it
Submit the message. You get a confirmation by email, and we reply on that same thread. Keep replying on the thread so the full history stays in one place.
What to include
A few details up front save a round of back and forth. When you write to us, include:
- Your store URL, and the exact product or order you are looking at.
- What you expected to happen, and what happened instead.
- A screenshot or screen recording if you can capture one.
- Any error message, copied as text rather than described from memory.
The customizer shows the exact words that Shopify or Composerie returns. So if you saw an error, you can copy it word for word. That exact text helps us find the cause quickly.
Behind the scenes, Composerie records the failing topic, your shop domain, and how many attempts it took. That means support can line up your report with the recorded details, so you do not have to reconstruct everything from memory.
Response times
We aim to send a first reply within one business day. Most questions are answered in that first reply or the one after.
Some issues take longer. Complex fulfillment problems or theme placement issues can need investigation across your store, your print provider, and our system. When that happens, we keep you posted on the thread while we look into it.
If your message is a feature idea rather than a problem, send it to request a feature instead. That keeps suggestions and support requests in the right place.
Is there a phone number?
Support runs over email at support@composerie.com. Starting from the dashboard help menu attaches your store details to the message.
How will I get the reply?
You get a confirmation by email when you send your message, and we reply on that same thread. Keep your replies on the thread so the history stays together.
What is the fastest way to get help?
Open Contact support from the dashboard help menu, describe what you expected versus what happened, and paste any error message as text. That gives us everything we need in one go.
Next
Before you write in, it is worth a quick look at common issues. Many problems have a fast fix you can do yourself.