Customer Care

Customer Care

Customer care email: hi@artemisdesignco.com

Phone: (877) 216-3293

Our Mission:

We make charming shoes and products for curious people, delivered with uncommon care and delight. We strive to make everyone we touch dream, and every customer we serve feel unique.

Our commitment to exceptional customer service:

At Artemis Design Co. we pride ourselves on our close attention to customer service and customer experience.  If you have any questions or concerns about your experience with Artemis Design Co, please don’t hesitate to reach out directly to us- McNeill@artemisdesignco.com.  You can read love letters and see photos from our cherished community here.

Returns & Exchanges


What is your return policy?

If something doesn't work out, we will gladly accept the return of items in their original condition* within 30 days of receiving your order. Return shipping is free for exchanges or returns for credit, but a $7.50 shipping fee will be deducted from refunds to the original form of payment.  To begin the process, please visit our Returns Portal.

Holiday returns are extended through January 20, 2022.

*What constitutes “original condition”?

Original condition means that the item has not been scuffed, stretched, or worn (to a reasonable degree--we understand that you need to try the shoes at home on to evaluate if they are a good fit!), and that any product tags remain attached and in original condition.  The textile begins to mold to the wearer’s foot after only an hour or so of wear.

What if I’d like to exchange?

You can visit our Returns Portal to initiate an exchange, and use the "Shop Now" feature to select a new item.  Please note that your exchange order is not processed until USPS receives your return, so please ship promptly!  If you delay shipping your return, it's possible that your exchange selection could go out of stock.

I’m not sure I have the correct fit, but I’m afraid of stretching the shoes. What should I do? 

You’ll find our full fit guide here, with instructions on how to discern an incorrect fit versus a perfect fit.  We find that it is easiest to talk through fit issues over the phone, so please don’t hesitate to call us at (877) 216-3293!

How can I make the return?

Please visit our Returns Portal to initiate your return.  Note that a $7.50 shipping charge will be deducted from your refund (exchanges and returns for store credit are free).

Can I use my own shipping method?

Of course!  You can ship to the following address:

Artemis Design Co. Returns

HMF Shipping Dock
46 Rogers Road
Haverhill, MA 01835

When can I expect my refund?

Please allow up to 2 weeks for your return to be processed, at which point you’ll receive an email from our system notifying you of the refund.  

I was gifted an Artemis item, can I exchange for a different size or color?

Yes!  Please visit our Returns Portal to initiate the exchange. 

What if I need to return my international order?

We are not able to provide assistance with international return shipping at this time.  Although we are happy to accept a returned item that fits the above guidelines on condition, original shipping costs will not be refunded under any circumstances.

Can I return sale items?

Sale items are returnable for exchange or store credit only.

Orders

How do I check the status of my order?

You’ll receive an initial confirmation email upon placing your order, and a second email once it ships that will include a tracking number.  If you haven’t received this email, please let us know at hi@artemisdesignco.com.

What if I need to cancel or change my order?

Please email hi@artemisdesignco.com.  Please note that if you’ve received a shipping notification email that includes a tracking number, we may not be able to change your order.

Can I place my order over the phone? 

Yes! Please reach out to (877) 216-3293 Monday through Friday 9am- 5pm EST to make a phone order.  If you don’t get a hold of us, please leave a message and we will try you back! 

Do you offer gift wrapping?

We don’t offer gift wrapping per se, but all of our shoes are packaged in our signature printed dust bag that is lovelier than most gift wrapping!  There is no price displayed directly on the product. We also tend to include extra goodies in our orders, so they’re a special experience no matter what.

Can I order more than one size to try?

Of course!  We really encourage doing this if you’re uncertain about your sizing.  When you receive them, please feel free to call us at (877) 216-3293 to talk through the fit.

Shipping

Domestic Shipping

When will my order ship? 

Most orders shipped before 11am EST will ship that same business day; orders placed later in the day will ship on the next business day.

Please note that in the rare instance that you ordered a "pre-order" or a "made-to-order" product, the estimated shipping times will be explicitly noted in the product detail. 

What are your shipping rates?

Standard US orders arrive within 1-4 business days via USPS Priority Mail.

Standard Domestic Shipping
(Continental US)
USPS Priority Mail
(1-4 days)
Free (Orders over $200)

UPS Ground
(2-6 days)
Calculated rate
Expedited Domestic Shipping
(Continental US)
UPS Next Day Air
(1 day for orders placed by 11am EST)
Calculated rate

UPS Second Day Air
(2 days for orders placed by 11am EST)
Calculated rate

Do you ship to PO Boxes?

Yes! However, please note that UPS does not deliver to P.O. boxes, which means if you need your item delivered to a PO box it will be shipped out via USPS. Please note that this may affect order tracking. 

Help--my package is missing!

Artemis is not responsible for packages once they’re in the custody of a carrier for delivery; however, we’d be glad to contact the carrier on your behalf.  We would recommend requesting a “signature on delivery”, or ordering your package to your office or workplace to ensure you are there to accept it when it arrives.  If this unfortunate circumstance happens to you, please email us at hi@artemisdesignco.com so that we can help to rectify the situation.

International Shipping

What are your international shipping rates?

International shipping is calculated at checkout.  We offer UPS and USPS options.

International Shipping*
USPS Priority International
(10-14 days)
Calculated rate

UPS Worldwide Expedited
(1-4 days)
Calculated rate

*Please note that customs duties are not included in our shipping charges, and are the responsibility of the recipient.

When will I receive my international order?

It varies by destination, but most international orders shipped via UPS will arrive within 3 business days of shipment.  Orders shipped via USPS are usually 10-14 days.  Please note that customs delays are possible and are out of our and our shipping carriers control.

Will I need to pay import or duty taxes? 

Depending on the value of your order, international customers may be required to pay duties and taxes upon arrival of the goods in their country (these are generally collected by the carrier).  Please check with your local customs office for up to date information on your country’s specific fees.

Artemis Design Co. is not responsible for any taxes or duties that customs offices may require, and if you decide to reject your shipment, you will still be responsible for customs duties, shipping charges and will forfeit your right to a refund for the product itself.  Please note that we will not undervalue a product.

What if I need to return my international order?

We are not able to provide assistance with international return shipping at this time.  Although we are happy to accept a returned item that fits the above guidelines on condition, original shipping costs will not be refunded under any circumstances.

Product Care

Kilim Shoes

Artemis Design Co. Kilim Shoes are handmade by skilled Turkish cobblers using antique carpets.  The Kilim textile and leather sole are very durable and will age well with time. If you plan on using your Kilim shoes for daily walks or throughout city streets, you may extend the life of the soles by asking your local cobbler to attach a rubber sole to them. Avoid heavy rain or snow, but if your shoes do become a little bit wet, that’s ok; just let them dry out completely and continue wearing as usual. To clean small stains, blot with a warm washcloth.  Let heavier dirt or mud stains dry, and once dried, brush them off with a bristle brush.

Silk  & Velvet Shoes

Avoid rain or snow as much as possible. If your shoes do become a little bit wet, that’s ok; just let them dry out completely and continue wearing as usual. They can be freshened up by brushing lightly with a soft clothing brush.
If you plan on using your velvet shoes for daily walks or throughout city streets, you may extend the life of the soles by asking your local cobbler to attach a rubber sole to them.

Kilim Bags

The Kilim textile and leather trim are very durable and will age well with time. If your Kilim Bag becomes a little bit wet, that’s ok; just let it dry out completely and continue using as usual. To clean small stains, blot with a warm washcloth and.  Let heavier dirt or mud stains dry, and once dried, brush them off with a bristle brush.

There are some imperfections in the material of my shoes or bag.  Is this product defective?

Artemis Design Co. Flying Carpet Shoes are handmade by skilled Turkish cobblers using antique carpets. Due to the handwoven nature of the carpets that we source, you may notice small gaps in the material, “nubby” areas, and asymmetry-- these small imperfections are just the nature of antique Kilim textiles, and are not signs of a defective product.  The photographs of our products are completely untouched, so you should be able to detect any imperfections before you purchase. That being said, if you’ve discovered an issue that displeases you in any way, please don’t hesitate to reach out to us-- we are here to make sure that you are delighted with your product.

I walk everywhere!  Can I wear my Artemis shoes?

If you plan on using your Kilim shoes daily or throughout city streets, you may extend the life of the soles by asking your local cobbler to attach a rubber sole to them.

How will Artemis shoes wear?

The Kilim textile and leather sole are very durable and will age well with time. One of the beauties of Kilim shoes, if that they will stretch and mould beautifully with time to the wearers foot. We’ve received countless emails and calls from customers saying that their Kilim shoes are the most comfortable shoes they own!

Do you do repairs, and what is your warranty?

Artemis Design Co. will repair items purchased through artemisdesignco.com at no charge for up to 1 year following purchase (under all reasonable circumstances). For purchases older than 1 year, repairs could be subject to a fee assessed on a case-by-case basis. We will always do our best to repair your Artemis Design Co. product because we stand by our products and their enduring quality. Please contact us at hi@artemisdesignco.com with your specific repair request to determine whether repair can be accommodated and the associated charge.

Miscellaneous FAQ

If the pair of Kilim shoes that I like says “sold out”, is it possible to get another pair just like it?  Or, I see a pair of Kilim shoes that I like, but they are not my size, can I get them made in my size?

Unfortunately not.  The beauty of our Kilim shoes and handbags is that each one is one of a kind, completely unique, and you will be the only person who has them!  For this reason, we cannot replicate a pair of Kilim shoes that has already sold, or create a custom pair in your size. We use large pieces of Kilim textile to create the shoes, so it is possible that we have a similar looking pair in your size that is “cut from the same cloth”, but we cannot guarantee it, and we cannot re-create a “sold out” pair.  If you have a boutique, a wedding party, or just a very large family who would like to have multiple kilim shoes made and cut from the same carpet, we would be excited to talk to you about the possibilities. Please shoot us an email at hi@artemisdesignco.com and we will get back to you right away.

How often do you replenish your stock, and how can I find out when a new collection is released?

We re-stock any product category we can every Thursday at noon, and always notify our email list of what’s been added to the site.  You can join the Flying Carpet Shoe Club to find out about new stock, new collections and the latest happenings at Artemis Design Co. We promise not to flood your inbox, and to only reach out to you if we have something really exciting to share!

If I have a press question, who should I contact?

For press inquiries please email: milicent@artemisdesignco.com

If I am a retailer and want to carry your products, who should I contact?

Happy to hear it! Please contact: milicent@artemisdesignco.com for all wholesale inquiries.

How should I pack my Artemis shoes for travel?

Artemis shoes are always the first thing we pack for an upcoming trip (though they’re a great choice for wear on a plane, too). Before packing them away, either insert a pair of shoe trees into the shoes or stuff tissue paper or newspaper into the toe box to prevent them from being crushed during travel. It’s also wise to pack each shoe in a separate shoe bag so they won’t track any dirt they may have picked up from wear onto your packed clothing. Lastly, you should unpack your shoes as soon as you’ve reached your destination to minimize the time they may spend packed under other objects. 

How can I keep the shape of my Artemis shoes?

To preserve the shape of your shoes in the long-term, we recommend using shoe trees. While plastic shoe trees are the most affordable option, a pair of cedar shoe trees will do a better job absorbing moisture (which prevents the toes from curling up), and can also deter moths. Plus nothing beats the smell of fresh cedar. 

*Most shoe trees are sold in sizes like “small” and “medium” which correspond to a range of numerical sizes. If you find yourself right on the edge of a size—for instance, between a medium and a large—it’s a safer bet to size-down so that the shoe trees won’t stretch out your shoes. 

Afterpay

How does Afterpay work?

Afterpay allows you to split a purchase into four interest free payments.  Automatic payments are taken every two weeks in equal installments.  As long as payments are made on time, no fees apply.  

How do I use Afterpay?

Simply add items to your cart as usual, and select Afterpay as your form of payment at checkout.  If you don’t have an account with Afterpay, you’ll be prompted to create one. The approval process is instant.  In addition to your usual order communication from Artemis, you’ll receive a payment schedule by email from Afterpay.

What forms of payment can be used with Afterpay?

Afterpay is compatible with Visa and Mastercard.  It is not compatible with TryNow.

Can I use Afterpay as an international customer?

Currently, Afterpay is only available to US customers.

Route Tracking & Insurance

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

What is Route Protect?

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!

Purchased Route Protect and need to file a shipping issue? File here.

What is the Route App?

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

The Route App and tracking are available to all customers, whether or not you have purchased Route Protect for your order. Haven’t downloaded the app yet? Download here for IOS or Android.

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout.

Missing shipments that have been marked delivered by the carrier can be approved no earlier than 5 and no later than 15 days from when it was marked delivered. Missing orders over $100 USD require a police report.

Shipments that are lost in transit (never marked delivered by the carrier) can be approved no earlier than 7 days and no later than 30 days from the last tracking update (US), or no earlier than 20 days and no later than 30 days from the last update (International).

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout.

File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hi@artemisdesignco.com and we will be happy to work with you to remedy the situation.

How do I file a shipping issue for my lost, stolen or damaged order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue on Route’s app or via the web here.

Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

What are Route’s terms and conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.