Product images not loading/showing

Store Feedback

Topic summary

A store owner reports product images intermittently failing to load on their Shopify site (lejardinperdu.fr), primarily in Firefox but occasionally in Chrome. Collection images load normally.

Diagnosis:
A responder confirmed the site loads very slowly, which likely causes the image display issues. When tested, product images did appear in Firefox, suggesting the problem stems from loading performance rather than broken image files.

Potential causes identified:

  • Slow server response times from Shopify’s CDN (content delivery network)
  • Browser extensions (ad blockers, security tools) blocking images
  • Lazy loading features malfunctioning
  • WebP image format compatibility issues without JPEG/PNG fallbacks
  • Third-party apps or custom code interfering with image loading

Recommended actions:

  • Review Shopify’s real user performance data
  • Reduce app count to 4-5 maximum
  • Test with lazy loading disabled
  • Check if issue occurs at specific times (server load related)

Status: Awaiting performance data from store owner to pinpoint root cause.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Hi

I have noticed that my product images are not always loading/showing. All other images such as collection images are OK.

It seems to mostly happen when using Firefox but it does also happen when I’m using Chrome.

If you have the time, could you take a look at my website and let me know if you experience the same problem and if can you suggest anything I can do to improve the situation.

My website is lejardinperdu.fr

Many thanks in advance for your time

Katherine

2

Hey Katherine,

The issue here is that your website isn’t running as smoothly as it should, it loads really slowly.

That could be a big reason why your product images aren’t always showing up.

When I checked on my end, the product images did show up on Firefox, so the problem likely isn’t with the images themselves but rather how they’re being loaded onto your site.

How long has your website been live?

Also, have you noticed if this issue happens more often at certain times of the day? If so, it could be due to how fast Shopify’s servers are responding when people visit your site.

Shopify uses a system called a content delivery network (CDN) to load images, and if there’s a delay, some images might not appear right away.

I need to take a look at the real user data Shopify collects about your site’s speed and performance.

I already ran some tests using tools like Lighthouse and PageSpeed Insights, which check for loading issues, but I still need to see Shopify’s actual performance data to get the full picture.

Here are some other things that could be causing the problem and how to check them:

  • Browser extensions – Some people use browser add-ons like ad blockers or security tools that might accidentally block images. Ask customers who are having this issue to open your website in Incognito Mode (private browsing). If images show up there, then their browser settings might be the problem.

  • Lazy loading – Some websites delay loading images until the user scrolls down to them, which helps pages load faster. But if this feature isn’t working properly, the images might not appear at all. If your theme has an option to turn this off, try disabling it temporarily to see if it makes a difference.

  • Image formats – Shopify changes your images into a format called WebP, which helps websites load faster. However, not all browsers support WebP. If Shopify didn’t also save a backup version in a common format like JPEG or PNG, some users might not see the images.

  • Third-party apps or custom code – If you’ve added any Shopify apps or made custom changes to your website’s design, one of them might be interfering with how images load.

Try turning off recently installed apps, your app count should not be more than 4-5 to improve your website speed.

Let me know once you’ve checked your Shopify performance data.

From there, we can pinpoint what’s really causing the issue and figure out the best fix.

You have a lovely website there by the way, did you design it yourself?

P.S: Kindly, give this comment a like if you find it helpful.