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Frequently Asked Questions

We've merged our FAQs with our Knowledge Base. Please, access our Knowledge Base here.
### Getting Broken Theme/Stylesheet Missing? First of all, verify if your theme is for Wodpress. HTML Templates are not Wordpress themes, therefore you will get this error when trying to install. If your item is indeed a Wordpress theme, a common issue that can occur with users new to installing WordPress themes is a `Broken theme and/or stylesheets missing` error message being displayed when trying to upload or activate the theme. This error message does not mean that the theme you have purchased is broken, it simply means it has been uploaded incorrectly. Luckily, there is a very easy fix: 1. Download the zip file from your account. 2. Unzip the zip file; you should find: - the documentation folder - the theme .zip file that actually needs to be installed. 3. Upload the actual theme.zip file only. That's it! ### How can I automatically update my WordPress theme? Please, refer to [this short guide](/automatic-dashboard-updates-wowthemesnet/). ### How can I access documentation? Item docs can be found [here](/docs). ### How can I access my buyer account? Currently our reseller is FastSpring. Order receipt email messages sent to customers include a link to the customer's Account Management site for your account, as shown in this illustration. Click on `Manage your orders` and follow the steps in order to access your account.
If you purchased through Gumroad, your buyer account is on [Gumroad](https://gumroad.com/#login). Gumroad, Inc. used to be our payment processor before. Click on `forgot your password` link if you can't remember your user credentials. Note: Older users (before 2016) should log in via [old website](https://www.wowthemes.co.uk/my-account/). ### How do I get an invoice? You will instantly get a receipt after your purchase is complete. This includes the zip files to download and the link to your invoice.
### What is your refund policy? Please, refer to [this article](/terms-and-conditions/#refunds). ### What license do I get? Please, refer to [this article](/terms-and-conditions/#licensing). ### Why do you charge VAT? We don't want to, VAT is not our money. But when buying electronically supplied services online, VAT is due. Since 1 January 2015, the seller has to charge the VAT rate applicable in the country where you, the buyer are established. You can check the VAT rates applied in each country. Our prices already include VAT on checkout so everything is transparent when shopping with us. ### Is VAT included? Yes, our prices have VAT included. The invoice we provide to you at purchase completion will include the VAT amount. ### I want to be exempted from VAT Tax Businesses making digital purchases can be exempted from VAT Tax by providing their valid VAT ID at the time of purchase. For those providing a VAT ID, no VAT Tax will be charged, and the VAT ID will be included on the invoice we provide at purchase completion.