Hello,
Thanks for using our theme and for contacting us.
Try to disable all the third-party plugins (including cache plugins), that do not come bundled with XStore https://xstore.helpscoutdocs.com/article/36-included-plugins , clear the cache of the browser, and check then. Maybe one of the additional plugins is a reason for the problem.
If the problem is independent of plugins, record a video from the customizer, please.
Regards