FAQ's

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FAQ's

How We Work

How do we work?

We work online, remotely and not from a central office. We use online tools to make our magic happen.

What is our mode of communication?

Communication will initially be via email or phone.  Whilst working with us we may communicate using any number of channels e.g. phone, Whatsapp. Whatever works for you.

 

What doesn’t work for us is unscheduled calls all day, every day. We don’t employ sales people, just experts. And our time is always in demand.  Calls are limited to scheduled calls unless you are on a retainer contract.

What kind of access do we need for your store?

We prefer to have full access to your store + analytics so we can see the full picture.

 

We will need full access to develop on your site as we use a private app which connects via the API.  If you need us to sign an NDA this is not a problem.

Can we meet in person?

Rarely do we meet clients face to face. For 6 years we’ve been working 100% online and this allows us to keep costs down (ultimately for you).

 

It’s not that we’re against meeting in person.  It’s just that we’re spread all over Europe and so it usually doesn’t make much sense.

 

We may make an appearance for special events, launches and invites. But we don’t do sales meetings, presentations and all that. Not our style. If you need face to face contact you will need to shop around.

FAQ's

Services, Prices & Billing

Can you do X, Y & Z on my Shopify store?

Yes, absolutely. We can do literally anything with any Shopify store. Our Shopify Services page covers most of what we offer.  The short answer is we can do anything.

 

Please contact us for a quote.

Can you work under a white label agreement?

We can, yes. But we have a different pricing structure for projects we can’t use in our portfolio.  Ultimately – past projects sell future ones so we are very expensive if you do not want us to share the work with other clients or on our website. e.g. if you’re another agency without the skills to deliver Shopify project…we probably won’t be a good fit.  Just pass the project onto the pro’s.

 

We do offer white label/glove theme & app development and are happy to give an estimate.  Usually these projects are where a team are looking to integrate with Shopify but don’t necessarily have the skills to deliver in-house.  We can bridge that gap along with maintenance.

 

For a quote please contact us.

How much do you charge?

We have a pricing page here which gives a basic overview of costs. All projects/websites are different and so we can only give an accurate estimate once we know exactly what you need.  We may also need to review your code as well as integrations in order to give an accurate quote.

 

Please request a quote and someone will get back to you.

What payment methods do you accept?

New clients: we accept payments via bank/wire transfer for invoices over $1,000 and credit/debit card/Paypal for smaller payments.

 

Existing clients: we accept all forms of payment including bank/wire transfer, Paypal and credit/debit cards.

What currency do you bill in?

We can bill in £/$/€

Contracts

We make contracts for large projects but not for small ones (e.g. not usually under $3k).  This is due to the time it takes to write the contract.  We also make contracts for retainers.

 

Contracts are bound by UK law and this is non-negotiable.  If you make a contract with a UK company – the contract is with UK law.

Monthly Retainers

Some clients need us regularly.  For these clients we offer a retainer contract with a fixed number of hours per month.  This comes with a 12 month contract and a 3 month cancellation notice period.

 

The hourly rate is reduced based on a sliding scale of number of hours.  More hours = a lower rate.

 

If you would like a quote for a retainer contract please contact us.

What are the payment terms?

New clients:  Established businesses with trading history are billed either once per month if working on an hourly basis or 50/50 if working on a fixed price project. High risk clients are required to pay 100% upfront for all work e.g companies with no trading history.  Invoices are sent with 14 day payment terms.

 

Existing clients: we bill once per month usually on or around the 5th of the month. Invoices are sent with 14 day payment terms.

FAQ's

Getting a Quote

How do I get a quote?

To get a quote please fill in the Quote Request form.  Someone will get back to you within one working day.

Estimate vs Fixed Price

If the scope is very clear we can give you a fixed price for completing the work.  If the scope is not so clear or may change considerably we will give a range estimate

I'd like to accept a quote - what do I do next?

Please reply to the email quote we sent or follow instructions on the online proposal.

FAQ's

Help & Support

How do I contact support?

When you become a client we will onboard you to our billing and support app.  You will be granted access to the support channels you need and if you are on retainer we will also give you phone numbers.

 

If you are not a client you will need to request a quote.

Why do I need an expert - can't Shopify support help?

Shopify support will offer a very basic level of help and support regarding your store.  They will not add custom features or code.  Instead they will refer you to an official expert like ourselves to do the work.

FAQ's

Careers

Do you have open job positions
We are not a traditional business and do not ever advertise positions.  If you are passionate about Shopify and ecommerce we would love to hear about your skills and ambitions.  A short email is enough: shopify@ouriken.com
Please don’t send a CV. We only review portfolios, code and past work/references.
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