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 from a cremation of a deceased person or animal can be found in this article: Determining the proper volume of your urn

The size is often the starting point when choosing the urn. In our webshop you can go for 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 recommend that you go through our webshop browse 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 biodegradable 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-proof (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-proof (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, if desired, buy a tube Bison Kit transparent contact adhesive Add to your shopping cart when purchasing an urn.

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 causes an indescribable sadness that involves a lot of disbelief and misunderstanding.

Often next of kin choose a small urn or a mini urn To keep the ashes of the beloved child in. 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, the small urns and mini urns by Artemis are ideal objects to keep & 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 these to be engraved on the underside. Sometimes the bereaved 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 unavailable, then this will be indicated in the web shop with the message "Only via back order". The best thing to do is to take contact with us so we can let you know when the urn will be available again.

This is only possible when the product page indicates that the urn is available via reorder. This means that we do not have the urn in stock for a while. Nevertheless, you can place this urn - just like any 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 send us contact. We will find a solution so that we can still deliver your chosen urn to your home.

No problem. Please take as soon as possible contact with us 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. Then you will 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 Artemis' webshop, you can pay online with Bancontact (card and App), credit card (Visa, MasterCard or AmEx), Apple Pay & Ideal.

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. 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 on with 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? Then please contact on with us.

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 time frame for delivery may vary.

Please note! If the urn you ordered is not in stock, please allow 4 to 5 additional weeks for delivery, as each Artemis urn is handcrafted.

You can choose between the following shipping methods when ordering:

• Delivery to address: the urn will be sent by bpost to any possible address in Belgium and the Netherlands
• Collection point delivery: the urn will be shipped to your nearest collection point
• On-site pickup at Artemis (in Brakel, Belgium)

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? Then please take contact with us.

If you choose home delivery, pickup at a bpost office or automatic parcel machine, you will receive an e-mail containing a bpost Track & Trace code after ordering. Via track.bpost.be you can track your order online.

Bpost & DHL is responsible for the delivery of all urns ordered through the webshop of Artemis.

Yes. When ordering, indicate that you wish to pick up your urn at a bpost point. Your order will be waiting for you up to 14 days after the indicated pickup date.

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. Take contact with us and we will send you the appropriate urn as soon as possible.

Check the following:

• The bpost Track & Trace code. You will find it in your shipping confirmation. Check via this link Whether the time period indication of delivery has been shifted.
• The delivery address. Is the delivery address you entered correct? Also check your zip code.
• The mailbox. Did you receive a message 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? Then please contact with us. We will be happy to find out for you!

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

You may 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.

The shipping costs and the risk of returning the urn(s) upon return shall be borne by 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 URNES
Butter Corner 65
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 with 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 are uncomfortable or not comfortable doing this, 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 with 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 you can - when purchasing an urn - also get a tube of Bison Kit transparent contact adhesive reorder.

When the urn is filled, carefully apply glue to the lid and around the edge of the urn opening. Place the lid nicely in the center of the urn.

Do not pry 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 are uncomfortable or not comfortable doing this, 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 with us. We will be very happy to help you.

Yes you can. Through the webshop you can buy a tube Bison Kit transparent contact adhesive Add to your shopping cart when purchasing 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 with 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 glue) to glue the lid shut. This way, the lid of the urn can be opened again 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 with 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-proof (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, if desired, buy a tube Bison Kit transparent contact adhesive Add to your shopping cart when purchasing an urn.

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.