Frequently asked questions

Below is an overview of frequently asked questions and the answers to these questions.

We would like to apologise in advance for all of the (technical) details, which – especially during a difficult period – can be very challenging. However, we think it is very important that you have the correct information when choosing the right urn.

Do you have any other questions? Do not hesitate to contact us. We are happy to help you.

You can also take a look at the advice section, where you will find a number of interesting and detailed articles that may help you further.

CHOOSING AN URN

How much ash is released after cremation?

The average amount of ash released after a cremation is very variable, depending on the size and weight of the deceased, the type of wood in the coffin, the size of the coffin, etc.

We recommend to contact your funeral director or the crematorium to request details of the exact amount of ash.

More information about the volume of ash that is released during the cremation of a deceased person or animal can be found in this article: Determining the correct urn capacity

What size urns can I order from Artemis?

This is often the starting point for your choice of urn. In our webshop you can find urns varying from 300 ml to 4,500 ml. The product page indicates the volume and dimensions of each urn.

You can opt to place all of the ashes of the dear deceased in a single urn, to scatter some of the ashes or divide the ashes between several urns.

We recommend to contact your funeral director or the crematorium to request the details of the exact amount of ashes to be released and to determine which urn(s) you wish to order on that basis.

When the urn is going to be preserved in an urn vault or wall, you need take into account the dimensions of the niche in which the urn will be placed.

Please note. Because each urn is unique and individually handmade by our ceramists, it is possible that the urn, in terms of shape and size, differs slightly from the image and the information shown on the website.

How do I choose the right urn?

Your personal style (and that of your interior), the shape, the colour and, of course, the size all play an important role when making your choice.

We advise you to browse through our webshop and take all the time you need to see which urn best suits you and the deceased.

Please note. Because each urn is unique and individually handmade by our ceramists, it is possible that the urn, in terms of shape and size, differs slightly from the image and the information shown on the website.

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

Are all Artemis urns in ceramic?

Yes. Our urns are made from natural clay and are glazed on the outside. This gives the urns a refined and beautiful appearance.

Because they are fired at high temperatures, ceramic, glazed urns are weather & frost resistant and therefore also suitable for outdoor use.

Artemis only works with local, passionate ceramists whose products are all 100% handmade. They are proud professionals who, together with us, create, design and manufacture all urns by hand.

Are the Artemis urns also suitable for placing outdoors?

Our urns are suitable for both indoors and outdoors.

The ceramic urns are made from natural clay and are glazed on the outside. This gives the urns a refined and beautiful appearance. And because they are baked at high temperatures, glazed urns are weather & frost resistant and therefore also suitable for outdoor use.

You must make sure that no water can seep into the urn (the inside is not always glazed). That is why we always recommend closing the urn by gluing the lid (for both indoor and outdoor use).

Through our webshop you can add a tube Bison Kit transparent contact adhesive (50ml) to your shopping cart when you purchase an urn.

Are the Artemis urns also suitable for preserving the ashes of pets?

Yes, our urns are ideal objects in which to preserve and cherish the beautiful memories of your beloved cat, dog, guinea pig, rabbit, pony, horse, etc.

Can I order a custom-made and / or a personalised urn?

Yes, Artemis offers this service. Each custom-made urn is discussed extensively and treated personally. Based on your preferences and wishes, we will create the perfect urn for you.

Do you have any special wishes or do you want a different volume of an existing model? Please feel free to contact us so we can talk about the possibilities. We are more than happy to help you!

Please keep in mind that personalised urns cannot be delivered from stock and the delivery time will therefore be extended by 4 to 5 weeks. This is  because every Artemis urn is made by hand.

You can see some examples of custom-made urns on this page: Custom-made ceramic urns

The cost of a tailor-made, personalised urn is determined in detailed consultation with you.

ORDERING AN URN

How can I order an urn?

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

Is the urn that I want to order in stock?

You can check this information on the product page, just below the description of the urn. There you will find the most current stock status of a specific urn.

Can I order an urn that is temporarily sold out?

This is only possible when it is stated (on the product page) that the urn is available on backorder. This means that we will not have the urn in stock for a while. Nevertheless, you can still place this urn – just like an available product – in the shopping cart and pay.

Please keep in mind that if an urn is not in stock, the delivery time will be extended by 4 to 5 weeks, because every Artemis urn is made by hand. In any case, we will contact you personally to confirm the delivery date.

You don't ship to my country. What should I do?

Please contact us if you live outside our regular shipping countries. We will try our best to get your chosen urn to your location.

Can I change or cancel an order?

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

PAYMENT

Does Artemis have a secure payment environment?

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

How can I pay?

In the Artemis webshop you can pay online by Bancontact (card and app), credit card (Visa, MasterCard or AmEx), PayPal, Apple Pay & Ideal.

How can I pay with Bancontact?

You can pay with a 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 individual online banking app. Paying with Bancontact is safe and free.

Can I pay after delivery?

Yes, via credit card. When you place an order, the amount will be reserved on your credit card. We will only debit the amount after delivery.

I do not have any of the payment methods mentioned. Can I order in a different way?

We would be sorry if you couldn’t buy our urns because you do not have any of the accepted payment methods. Contact us so we can find a solution and help you further.

Why has my credit card payment been declined?

We always check credit card and PayPal payments for susceptibility to fraud. Unfortunately, we cannot share with you why the payment was declined. Of course, we assume that you are not committing fraud, but we must keep our control methods secret.

Your order will be automatically cancelled and we will not charge you anything. Would you still like to receive your order? Please order again and select another payment method. Thank you.

Why haven't I received an order confirmation?

Check whether the money has been debited.

  • If so, we recommend that you wait 1 hour. Due to traffic on our payment platform, a payment is sometimes delayed. It may take up to one hour for you to receive the order confirmation. Have you not received an order confirmation after an hour? Then please contact us. Please keep your transaction number ready. This is stated in the confirmation email of your order.
  • Please also check your spam folder, as sometimes your order confirmation will have been sent there.
  • Has no money been debited? Then the payment unfortunately has not been successful. Please order again. Thank you.

How soon will I be refunded after cancelling my order?

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

What if I have not received a refund?

If the refund has not reached your account after 5 working days, please contact us.

SHIPMENT

When will my order be shipped?

We strive to ship urns that are in stock and placed via the webshop within 2 working days. Depending on the chosen delivery address & options, the delivery time may differ.

Please note! If the urn that you have ordered is not in stock, you should take into account an additional 4 to 5 weeks delivery time, because each urn from Artemis is made by hand.

What shipping methods are available?

When ordering, you can choose between the following safe & reliable shipping methods:

  • Home delivery: the urn is shipped by bpost to any given address
  • Delivery to a pick-up point (only in Belgium): the urn is shipped to a bpost pick-up point

Are the urns packed properly?

Our urns may be of the best quality, but unfortunately they are not unbreakable. All urns are therefore safely packed and shipped in a sturdy box.

Was your urn broken on delivery? Please contact us as soon as possible. Thank you.

Can I track my order online?

If you choose home delivery, pick up at a bpost office or a bpost pick-up point, you will receive an email with a bpost Track & Trace code after ordering. You can track your order online via track.bpost.be.

Which supplier will deliver my urn?

Bpost is responsible for the delivery of all urns that are ordered through the Artemis urns webshop.

Can I also pick up my order at a bpost pick-up point?

Certainly. Please indicate (during the ordering process) that you want to collect your urn at a bpost pick-up point. Your order will be available for you to collect up to 14 days after the specified collection date.

DELIVERY PROBLEMS

I was not at home at the time of the delivery.

The delivery service will leave a note in your letterbox with the address details where you can pick up your urn.

Do not forget to bring your identity card when picking up your order at the collection point.

Please note: your order will remain at the post office for 15 days. Then it will be returned to Artemis. We charge €10 if we need to resend your urn.

What if I have received the wrong urn?

We are deeply sorry if this would happen. Please contact us and we will send you the correct urn as soon as possible.

What if I have not received my urn?

Please check the following:

  • The bpost Track & Trace code. You will find the unique shipping code in your order confirmation. Please check the shipment of your order online via track.bpost.be.
  • The delivery address. Is the delivery address you have entered correct? Please also check your zip code.
  • Your mailbox. Did you receive a message in your letterbox from the delivery service? It will indicate where and when you can pick up your urn.

Is all of this correct, but you still have not received your order? Please contact us, we will be more than happy to help you!

What if my urn was delivered damaged?

We are deeply sorry if this would happen. Please contact us and we will send you a new urn as soon as possible.

EXCHANGE & RETURN

I am not satisfied with the urn that I ordered. Can I exchange it for another model?

You can exchange the urn that you have ordered within 14 working days from the day following the delivery.

In this case, we ask you to notify us by e-mail immediately and to return the urn(s) within 14 calendar days from the day following the delivery.

We also ask you to indicate in the e-mail which urn(s) you wish to exchange. Exchange is only possible if the urns have not been used and are undamaged.

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

The shipping costs and the risk of returning the urn(s) for exchange are at the expense of the customer. When exchanging, Artemis will pay the shipping costs of the replacement urn(s) once-only.

PLEASE NOTE. Custom-made urns cannot be exchanged nor returned.

I am not satisfied with the urn that I ordered. Can I return my order?

You can return an urn within 14 working days from the day following the delivery, without giving a reason or without paying extra costs.

In this case, we ask you to notify us by e-mail immediately and to return the urn(s) within 14 calendar days from the day following the delivery.

Returns are only possible 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) are at the expense of the customer.

After proper receipt of the returned urn(s), Artemis will refund the purchase price within 14 calendar days.

PLEASE NOTE. Custom-made urns cannot be exchanged nor returned.

To which address should I return the urn when exchanging or returning?

For both exchange and return, the urn(s) must be returned to the following address:

ARTEMIS URNS
Boterhoek 65
9660 Brakel
Belgium

How should I pack the urn when sending it back?

Use sturdy packaging, preferably the original packaging. In this way, the risk of damage is as small as possible. If the urn arrives damaged at Artemis, you are unfortunately not entitled to an exchange or refund.

FILLING & SEALING AN URN

Can Artemis arrange for the ashes of my loved one to be placed in the urn that I have ordered?

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

If you have any questions about filling the urn, please do not hesitate to contact us. We are happy to help you.

How are my loved one's ashes placed in the urn?

You can easily fill the urn yourself or have it filled by a family member, although this requires a certain amount ofpatience and accuracy. Make sure that you fill the urn on a sufficiently large sheet of paper and a flat surface (using a funnel if necessary) so that the excess ash can easily be swept together. For example, you can use a clean, flat paint brush for this.

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

If you have any questions about filling the urn, please do not hesitate to contact us. We are happy to help you.

How can I seal the urn after it has been filled?

After filling the urn with the ashes of your beloved one, we recommend to seal it by gluing the lid.

We suggest to use a transparent, professional sealant for gluing. Through our webshop you can add a tube Bison Kit transparent contact adhesive (50ml) to your shopping cart when you purchase an urn.

When the urn is filled, gently apply the glue around the edge of the opening of the urn, and on the edges of the lid. Place the lid gently and centrally on the urn.

Use as little force as possible to prevent the lid or urn from breaking, but make sure that the lid seals the urn completely. You can easily remove any glue residues with a little bit of acetone.

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

If you have any questions about filling the urn, please do not hesitate to contact us. We are happy to help you.

Can I order a tube of glue from Artemis to seal the urn?

Yes you can. Through our webshop you can add a tube Bison Kit transparent contact adhesive (50ml) to your shopping cart when you purchase an urn.

Can I reopen the urn after it is sealed?

If you want to reopen the urn in the future (or at least foresee the need to do so), we recommend that you use silicone sealant to glue the lid closed. In this way, the lid of the urn is fairly easy to open with a sharp knife. Be careful not to damage the lid.

PLACEMENT & MAINTENANCE

Can I place my chosen urn outside?

Artemis urns may be placed either indoors or outdoors.

Our urns are made from natural clay and are glazed on the outside. This gives the urns a refined and beautiful appearance. And because they are baked at high temperatures, glazed urns are weather & frost resistant and therefore also suitable for outdoor use.

You must make sure that no water can seep into the urn through the lid (the inside is not always glazed). That is why we always recommend that you close the urn by gluing the lid (both for indoor and outdoor use).

Can I place an urn in the grass or in a flower bed?

We recommend to place the urn on a flat and dry surface, not directly on the ground (earth), in the grass or in a flower bed. By placing the urn, for example, on a stone, a plinth or on a base plate, you prevent any groundwater or rainwater that gets under the urn from entering the urn, which could lead to it breaking in the event of frost.

How do I maintain an urn?

You should carefully clean an urn a few times a year with a dry cloth, or possibly a mild cleaning agent. You can also spray it annually with a water-repellent agent (e.g. silicone spray), especially when the urn is outside. This also helps to maintain the urn’s original colours.