Frequently asked questions

The average amount of ashes released after cremation is highly variable, depending on the size and weight of the deceased, the type of wood of the casket, the size of the casket, etc.

It is best to contact your funeral director or the crematorium to request the exact amount of ashes.

More information regarding the volume of ashes released during cremation of a deceased person or animal can be found in this article: Determining the correct volume of your urn

The size is often the starting point when choosing an urn. In our webshop you can find urns ranging from 200 ml to just over 4 liters. Each product page indicates the volume and dimensions of the urn.

You can choose to keep the total amount of ashes in an urn, keep a portion of the ashes in an urn, scatter a portion or divide the ashes among multiple urns.

It is best to contact your funeral director or the crematorium to request the exact amount of ashes and determine on that basis which urn(s) you wish to order.

When the urn is going to be placed in an urn grave, urn wall or columbarium you obviously need to consider the dimensions of the niche in which the urn will be placed.

Please note. Because each urn is unique and individually handmade by our ceramicists, the urn may vary slightly in shape & content from the image and information on the website.

Your personal style (and that of your interior), the shape, the color and, of course, the dimensions play an important role in making your choice.

We encourage you to browse through our webshop and take your time to see which urn suits you or the deceased.

Please note. Because each urn is unique and individually handmade by our ceramicists, the urn may vary slightly in shape & content from the image and information on the website.

You can read more about this on our blog: Tips for choosing and buying the right urn

Yes you do. Our urns are made from natural clay and most receive a glaze on the outside. This gives the urns a sophisticated and beautiful appearance.

Because they are fired at high temperatures, ceramic, glazed urns are frost-resistant, making them suitable for outdoor use.

Artemis also has a number of organically degradable urns in its collection (engobe). These eco-urns are handmade from natural clay, into which a small amount of recycled paper (in the form of paper pulp) is added.

Unlike glazed urns, these urns are fired at a lower temperature so they degrade easily in nature.

Notice. A biodegradable urn is prone to breakage and is not frost resistant (and thus not suitable for outdoor placement).

Most Artemis urns are suitable for both indoor and outdoor use.

Our urns are made from natural clay and most receive a glaze on the outside. This gives the urns a sophisticated and beautiful appearance. And because they are fired at high temperatures, glazed urns are frost-resistant, making them suitable for outdoor use.

Artemis also has a number of organically degradable urns in its collection (engobe). These eco-urns are handmade from natural clay, into which a small amount of recycled paper (in the form of paper pulp) is added.

Unlike glazed urns, these urns are fired at a very low temperature so they degrade easily in nature.

Notice. A biodegradable urn is prone to breakage and is not frost resistant (and thus not suitable for outdoor placement).

For each product in our webshop, you can consult whether the urn in question is frost-resistant or not.

You must always ensure that no water can seep into the urn (the inside is not always glazed). Therefore, we always recommend sealing the urn by gluing the lid (both for indoor and outdoor use).

Through the webshop, you can add a tube of Bison Kit transparent contact adhesive to your shopping cart when you purchase an urn, if desired.

Losing a child is one of the hardest things a person can experience. It is heartbreaking to have to let go of a child. It gives an indescribable sadness that involves a lot of disbelief and misunderstanding.

Often next of kin choose a small urn or mini urn to hold the ashes of the beloved child. This way your baby or your child is always a little bit with you anyway, and gets a beautiful final resting place at home.

You can read more about this on our blog: Tips for choosing and buying the right urn

Yes, Artemis ' small urns and mini urns are ideal objects to preserve & cherish the beautiful memories of your beloved cat, dog, guinea pig, rabbit, chicken, pony, horse, or other animals.

Yes you can. To make your urn even more personal, Artemis offers the option of having it engraved on the bottom. Sometimes the relatives choose the name of the beloved deceased, the date of birth and/or the date of death, but one can also opt for a short text, a saying or even a decorative element, such as a heart or a cross.

Ordering is very simple. Select your urn, place it in your shopping cart using the order button, and checkout.

We try to ensure that our urns are always in stock and are delivered to your home or funeral home within 2 - 4 business days.

Should it happen that a certain urn is temporarily not available, it will be indicated in the web shop with the message "Only by back order". It is best to contact us so we can tell you when the urn will be available again.

This is only possible when the product page indicates that the urn is available via backorder. This means that we do not have the urn in stock for a while. Nevertheless, you can place this urn - just like an available product - in the shopping cart and checkout.

Please keep in mind that if an urn is out of stock, the delivery time will be extended by 4 to 5 weeks, as each Artemis urn is handmade. We will contact you personally anyway to set the delivery date.

Please contact us. We will find a solution so that we can still deliver your chosen urn to your home.

No problem. Please contact us as soon as possible to adjust or cancel your order. Please note that cancellation is only possible if your order has not yet left our workshop.

Yes. At Artemis you pay easily and 100% securely online thanks to our payment partner Mollie. In the last step of the ordering process, you select the desired payment method. You will then be redirected to a secure page for processing your payment and your transaction data will be sent encrypted via an SSL connection. You will recognize a secure SSL connection by the lock icon in your browser. Your payment details and credit card information are only used for payment and are never released to other parties.

In the Artemis web shop, you can pay on-line can use Bancontact (card and App), credit card (Visa, MasterCard or AmEx), Ideal, Klarna, Apple Pay, Google Pay and EPS.

You can pay at Artemis with Bancontact card and with the Payconiq by Bancontact-App. When ordering your urn, choose the Bancontact payment method and confirm the payment with your Bancontact card or with the Payconiq by Bancontact App on your smartphone. You can also complete the payment with any of the individual online banking Apps. Paying with Bancontact is secure and free of charge.

Yes, by credit card. When you place an order, the amount is reserved on your credit card. We do not debit the amount until after delivery.

We would be sorry if you could not purchase our urns because you do not have the correct card. Please contact us so we can help you further.

We always check credit card and PayPal payments due to fraud sensitivity. Why the payment was declined, we unfortunately cannot share with you. We naturally assume that you are not committing fraud, but we must keep our verification methods secret.

Your order will be automatically cancelled and we will not debit anything. Do you still want to receive your order? Then order again and choose Bancontact or another payment method.

Check if money has been debited.

• If so, we recommend you wait 1 hour. Due to busy times on our payment platform, sometimes a payment gets delayed. It may take up to one hour before you receive the order confirmation. Have you still not received an order confirmation after one hour? Then please contact us. With your transaction number we can help you quickly. It is always listed with your debit.
• Please also check your spam box, sometimes your order confirmation arrives there.
• Has no money been debited? Then the payment did not succeed and you have not lost any money anyway. You can then place your order again.

Once we have processed your cancellation, we will refund you. How quickly the money is in your account depends on your payment method. Usually it is between 3 and 5 business days.

It varies by bank how long it takes for the refund to appear in your account. Is the amount still not in your account after 5 business days? If so, please contact us.

We deliver your order for FREE (from 99€) at home, to your funeral director or to the crematorium, in Belgium, Luxembourg, Netherlands, France, Germany, Austria, Ireland, Finland, Spain, Portugal, Italy & Greece.

There is free shipping for all orders over 99€. For all other shipments, the shipping cost will be calculated during the ordering process.

We strive to ship orders that are in stock & placed through the web shop within 2 business days. Depending on the delivery address chosen, delivery options and timeframe for delivery may vary. You will receive an email from DPD, our parcel service, with tracking info when your order was shipped.

The urns may be of the best quality, but unfortunately they are not unbreakable. Therefore, all urns are safely packed and shipped in a sturdy box.

Did something still break on delivery? Please contact us as soon as possible.

As soon as your order is shipped, you will receive an email from our shipping partner DPD, containing a tracking number, so you can track the shipment online.

DPD is responsible for the delivery of all urns ordered through Artemis' online store.

Your ordered urn will be offered once to the address provided and will not be offered to neighbors.

Are you not at home at the time of delivery? The letter carrier will leave a bill in your mailbox with the address details where you can pick up your package. Your order will be ready at the nearest bpost post office from 10am the next day. Don't forget to bring your identity card to the post office when you go to pick up your order.

Please note: your order will remain in the post office for 15 calendar days. After that, it will be sent back to Artemis. We charge 10 euros to resend it in that case.

That can happen but that is absolutely not the intention. Please contact us and we will send you the correct urn as soon as possible.

Check the following:

• The bpost Track & Trace code. You will find this in your shipping confirmation. Check via this link if the delivery time frame indication has moved.
• Delivery address. Is the delivery address you entered correct? Also check your zip code.
• Mailbox. Did you receive a notice in your mailbox from bpost? Then it will indicate where and when you can pick up your order.

Is this all correct, but you still did not receive your order? Please contact us. We will be happy to sort it out for you!

We resolve that quickly for you. Please contact us and we will get you a new urn as soon as possible.

You can exchange your ordered urn within 14 business days from the day following delivery.

In this case, we ask that you notify us via email immediately after delivery and return the urn(s) within 14 calendar days from the day following delivery.

We also ask that you indicate in the email which urn(s) you wish to exchange your purchase against. Exchanges can only be made if the urns are unused and undamaged.

If you wish to exchange the urn for an urn of a different value, the balance will be refunded/extra charged as appropriate.

The shipping costs and risk of returning the urn(s) for exchange shall be borne by the customer. In case of exchange, Artemis assumes the shipping costs of the urn(s) to be resent once.

Notice. Personalized urns cannot be exchanged or returned.

You may return an order within 14 business days from the day following the delivery of a product, without giving a reason or paying additional fees.

In this case, we ask that you notify us via email immediately after delivery and return the urn(s) within 14 calendar days from the day following delivery.

Returns can only be made if the urns have not been used, are undamaged and the original packaging is included.

Shipping costs and the risk of returning the urn(s) upon return are the responsibility of the customer.

Upon proper receipt of the returned urns, Artemis will refund the purchase price within 14 calendar days.

Notice. Personalized urns cannot be exchanged or returned.

For both exchanges and returns, the urn must be returned to the following address:

Artemis Urns Warehouse
Lepelstraat 20+
9660 Brakel
Belgium

Use sturdy packaging, preferably the original. That way the chance of damage is as small as possible. Unfortunately, if the urn does arrive damaged at Artemis , you are not entitled to an exchange or refund.

No, unfortunately we cannot help you with that. You can simply fill the urn yourself or have this done by the funeral director or crematorium. They usually charge a (small) fee for this.

We cannot be held responsible for damages resulting from filling and gluing the urn. If you have any further questions about urn filling, please feel free to contact us. We will be very happy to help you.

You can easily fill the urn yourself or have a family member fill it, although this requires a certain amount of dexterity & accuracy.

If you find this uncomfortable or unpleasant to do, you can also leave it to the funeral director or crematorium. They usually charge a (small) fee for this.

Self-filling your urn, step by step

1. Place several sheets of paper next to each other, or choose a large sheet of paper at the place where you will fill the urn (e.g., on a table). This way you will ensure that any spilled ashes can be collected again and still be placed in the urn.
2. Place the urn, which you wish to fill, in the center of the paper and carefully put the lid aside. In case the urn does not stay in place properly, ask someone to help you or use the box in which the urn was delivered (in combination with e.g. a soft cloth to prevent scratching).
3. Put the provided empty ash bag in the urn, and fold the top of the ash bag (where the strings are attached) nicely over the opening of the urn.
4. Next, remove the lid of the ash container, which currently holds the ashes.
5. Carefully pour the ashes from the ash container into the new ash bag. If necessary, you can use a funnel for this purpose. You may well need to gently shake the urn in between to distribute the ashes correctly so you can continue filling.
6. Collect any spilled ash and place it in the ash bag as well. For example, use a clean, flat paintbrush and a sheet of paper to do this.
7. If necessary, add the cremation stone (this is also in the ash container you received from the crematorium) and close the ash bag with the string.
8. Gently push the ash bag & the strings of the bag completely into the urn.
9. Seal the urn by gluing the lid to the urn (see below).

We cannot be held responsible for damages resulting from filling and gluing the urn. If you have any further questions about urn filling, please feel free to contact us. We will be very happy to help you.

After filling the urn with your loved one's ashes, the idea is to seal the urn by gluing the lid. We recommend using a transparent contact adhesive for gluing, e.g. Bison Kit (or a similar product). Through our webshop - when you purchase an urn - you can also order a tube of Bison Kit transparent contact adhesive.

Once the urn is filled, carefully apply the glue to the lid and around the edge of the urn opening. Place the lid centrally on the urn.

Do not pry at the lid and press it very gently. Use as little force as possible to prevent the lid or urn from breaking, but make sure the lid completely seals the urn.

If you find this uncomfortable or unpleasant to do, you can also leave it to the funeral director or crematorium. They usually charge a (small) fee for this.

We cannot be held responsible for damages resulting from filling and gluing the urn. If you have any further questions about urn filling, please feel free to contact us. We will be very happy to help you.

Yes you can. Through the webshop, you can add a tube of Bison Kit transparent contact adhesive to your shopping cart when you purchase an urn.

We cannot be held responsible for damages resulting from filling and gluing the urn. If you have any further questions about urn filling, please feel free to contact us. We will be very happy to help you.

If you wish to reopen the urn in the future (or at least foresee the possibility of doing so) we recommend using (transparent) silicone sealant (not contact adhesive) to glue the lid shut. This way the urn lid can be opened quite easily with a sharp knife. Be careful not to damage the urn and the lid.

We cannot be held responsible for damages resulting from filling and gluing the urn. If you have any further questions about urn filling, please feel free to contact us. We will be very happy to help you.

Most Artemis urns are suitable for both indoor and outdoor use.

Our urns are made from natural clay and most receive a glaze on the outside. This gives the urns a sophisticated and beautiful appearance. And because they are fired at high temperatures, glazed urns are frost-resistant, making them suitable for outdoor use.

Artemis also has a number of organically degradable urns in its collection (engobe). These eco-urns are handmade from natural clay, into which a small amount of recycled paper (in the form of paper pulp) is added.

Unlike glazed urns, these urns are fired at a very low temperature so they degrade easily in nature.

Notice. A biodegradable urn is prone to breakage and is not frost resistant (and thus not suitable for outdoor placement).

For each product in our webshop, you can consult whether the urn in question is frost-resistant or not.

You must always ensure that no water can seep into the urn (the inside is not always glazed). Therefore, we always recommend sealing the urn by gluing the lid (both for indoor and outdoor use).

Through the webshop, you can add a tube of Bison Kit transparent contact adhesive to your shopping cart when you purchase an urn, if desired.

It is best to place the urn on a flat & dry surface, not directly on the ground (soil), in the grass or in a flower bed. By placing the urn on a stone, on a pedestal or on a base plate you prevent soil or rain water from getting into the urn and breaking during frost.

When an urn is placed in the home, little to no maintenance is required. You can gently clean the urn a few times a year with a dry cloth or a Swiffer Duster, for example, just to take a moment to remove the dust. It is best not to use (chemical) cleaning agents because these products are often too aggressive and can damage the enamel or engobe of the urn.