Help Center – Frequently Asked Questions
Geir Kogstad Art Gallery – Your Go-To Guide for Using Our Store
Welcome to our Help & Support page. We know that shopping online — especially through a complex system like WooCommerce — can sometimes lead to questions or hiccups. That’s why we’ve compiled this detailed help guide. Below, you'll find solutions to the most common issues, helpful tips, and advice to make your shopping experience smooth and enjoyable.
If you don’t find what you’re looking for here, feel free to email us at orders@kogstad.no or returns@kogstad.no.
🔐 Account & Login Issues
Q: I can’t log into my account — what’s going on?
A: Double-check that you're using the correct email and password. If you recently reset your password, make sure you’re not using the old one. If you've tried multiple times, the system may temporarily lock you out for security. Wait a few minutes and try again.
Q: I forgot my password — how do I reset it?
A: On the login page, click “Lost your password?” and enter the email you used when creating the account. You’ll get a link via email to reset it. If the email doesn’t arrive within a few minutes, check your spam or junk folder.
Q: I never created an account, but I can’t check out without logging in?
A: Some WooCommerce setups require account creation before checkout. Try registering with your email, or use the guest checkout option if available. If you're stuck, reach out to us and we’ll help you complete your order manually.
🛒 Shopping Cart & Checkout Problems
Q: Items disappear from my cart after a while — why?
A: For security and performance, WooCommerce may clear abandoned carts after a certain time (often 30–60 minutes). If you’re logged in, your cart should save automatically. If you're not logged in, your session may expire sooner.
Q: I added something to the cart, but the cart shows as empty.
A: This could be a caching issue. Try refreshing the page, clearing your browser cache, or opening the site in an incognito/private window. Also, make sure cookies are enabled in your browser settings.
Q: I’m getting a checkout error saying “No shipping options available.”
A: This typically means your address isn’t being recognized properly, or the product you're ordering doesn't have shipping methods defined for your region. Double-check your address, postal code, and country — especially if you're ordering internationally. If you’re still stuck, send us a message.
Q: My payment keeps failing. What should I do?
A: Payment failures can occur for several reasons:
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Insufficient funds
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Incorrect card details
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Bank declined the transaction
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Your billing address doesn’t match the one on your card
Try a different card or payment method, or contact your bank to see if they flagged the transaction. You can also email us to confirm if your order went through.
💳 Payments, Billing & Coupons
Q: What payment methods do you accept?
A: We currently accept most major credit cards (Visa, MasterCard, AMEX), PayPal, and selected local payment methods depending on your region. For high-value orders, bank transfer may be available upon request.
Q: Where do I enter a coupon code?
A: You can enter your coupon code in the cart page or during checkout — look for the “Apply Coupon” field. If the code is invalid or expired, it will show an error message.
Q: I forgot to use my coupon — can I get a refund for the difference?
A: We’re happy to apply valid coupons retroactively within 24 hours of your purchase. Send us an email with your order number and the code you meant to use.
🚚 Shipping, Tracking & Delivery
Q: When will my order ship?
A: Orders typically ship within 1–3 business days, but please allow extra time during busy periods. You'll receive a shipping confirmation email as soon as your order goes out.
Q: How can I track my order?
A: Once your order ships, we’ll send you a tracking number via email. If you didn’t receive one or it isn’t updating, give it 24–48 hours and check again. Still no luck? Drop us a line.
Q: My tracking number says “delivered,” but I haven’t received anything.
A: This could be due to a mis-scan by the courier or delivery to a nearby pickup point. Please:
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Check with neighbors
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Look around your property
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Contact the shipping provider
If it’s still missing after 2 business days, let us know and we’ll help investigate.
📦 Returns, Refunds & Exchanges
Q: How do I return an item?
A: Email us at returns@kogstad.no within 30 days of receiving your order. Let us know your order number and the reason for the return. We’ll provide instructions and the return address.
Q: Who pays for return shipping?
A: If the return is due to an error on our part (wrong item, damaged on arrival, etc.), we’ll cover return shipping. Otherwise, return shipping costs are the customer’s responsibility.
Q: How long do refunds take?
A: Refunds are usually processed within 5–10 business days after we receive and inspect your return. It will be refunded to your original payment method.
Q: Can I exchange something instead of returning it?
A: For the fastest service, we recommend returning the item and placing a new order. That way, the new item ships right away instead of waiting for the exchange process.
🖼️ Artwork & Product Questions
Q: What’s the difference between print sizes and formats?
A: We offer a variety of print formats including:
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Giclée fine art prints
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Canvas
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Framed or unframed options
Each product page includes sizing guides, material descriptions, and close-up images.
Q: Can I request a custom size or frame?
A: In some cases, yes! Send us a message at orders@kogstad.no with what you’re looking for, and we’ll let you know if it’s possible.
Q: Are your prints signed or numbered?
A: Limited edition prints will be clearly marked as such and typically include a signature or certificate of authenticity. Check the product page for details.
🔧 Technical Glitches
Q: The site isn’t loading correctly — what can I do?
A: First, try refreshing the page or opening the site in a different browser. Clear your cache or use a private/incognito window to bypass saved data. If the issue persists, let us know what device and browser you’re using.
Q: I'm getting redirected back to the cart when I try to check out.
A: This is usually a session or cookie issue. Try logging out and back in, or using a private browser window. If you're using any browser plugins like ad blockers or VPNs, try disabling them temporarily.
📫 Contact & Support
Still stuck? We’re happy to help.
📧 Orders & General Inquiries: orders@kogstad.no
📧 Returns & Exchanges: returns@kogstad.no
📞 Phone: +47 948 88 808
📍 Address: Løkkervegen 489, 2120 Sagstua, Norway
We aim to respond to all inquiries within 1 business day, Monday to Friday. Whether you're having trouble with checkout, need help with an artwork, or just want to ask a question — don't hesitate to reach out.