There must be something missing. Can you provide the site url, one Temp Admin ID and Password to E-Mail Contact?
Theme Options data, posts, pages contents and all dynamic data is stored in a database. Not in any Theme File. So Theme update doesn’t affect the site’s data. If you want to update VIA FTP you need to extract the zip folder first. Then you copy > Paste the inner folder to the Themes directory, not the extracted directly. Suppose when you will extract the travel-extend.zip file you will find travel-extend > travel-extend > files. You should copy > Paste the travel-extend > travel-extend
