- Short answer
- Maybe: only on a free Shopify theme, Basic or higher, up to 60 minutes of design time; never custom code, checkout or work on third-party apps.
- Not guaranteed
- Support "might be able to help"; it assesses customization eligibility case by case, even for unlisted customizations.
- Time
- Up to 60 minutes of design time, tracked in 15-minute increments.
- Renewal
- The pages we read on September 30, 2026 don't say whether the 60 minutes renew.
- Compatible themes
- Listed customizations need a theme with sections on every page.
- Among the exclusions
- Themes with significant code changes, checkout, installing, removing or modifying third-party apps, third-party code, AI-generated theme blocks.
- Paid theme
- Its developer gives support, not customizations; Shopify points you to a Shopify Partner.
Who qualifies for free theme help from Shopify Support?
If you use a free theme from Shopify on the Basic plan or higher, Support "might be able to help" with certain predefined customizations: up to 60 minutes of design time, tracked in 15-minute increments. Shopify's theme support pages and the plan pages we read on September 30, 2026 don't say whether the 60 minutes renew.
The customizations list gives each task's time — displaying the variant SKU on the product page takes 15 minutes, adding a language and country selector to the header 30 minutes. On a theme in the Horizon family, the SKU block is built in and the language and country selectors can be added to the header by default.
Listed customizations need a theme with sections on every page. Support assesses customization eligibility "on a case-by-case basis" and might still help with a customization that isn't listed.
What won't Shopify Support change in your theme?
One rule of the design policy applies to every request:
Shopify Support doesn't write custom code or make arbitrary code changes.
The theme support page also lists nine tasks Shopify can't help with:
- Editing the checkout
- Themes with significant code changes
- Installing, removing or modifying third-party apps
- Third-party code, including code from forums, Shopify Partners and AI-generated theme blocks
- Content added in the rich text editor
- Adding new fonts
- Editing images
- Misleading or deceptive changes
- Custom translations
Who customizes a paid theme, or after your 60 minutes?
On a paid theme, support comes from its documentation in your admin or its developer, but "Third-party theme developers don't provide customizations." For that work, Shopify points you to a Shopify Partner.
The same goes once you've used all 60 minutes on a free theme. For hiring costs, see what theme work costs by task.
This article was written entirely by AI under human editorial direction. The editor sets the topic and structure, runs multi-stage validation on facts, links, and interactive elements, and verifies the output is useful from a business perspective. All claims are checked against official Shopify sources. Details may change — always confirm critical data at shopify.com.
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