Customer Care

Customer Care

Customer care email:

Phone: (857) 477-7189

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-  You can read love letters and see photos from our cherished community here.

Returns & Exchanges

What is your return policy?

Unused merchandise in its original condition* can be returned within 30 days of shipment for a refund, less a $7.50 domestic return shipping fee, to the original form of payment.  International and Sale orders are final. Our goal and policy is for you to be happy with your Artemis product, so please keep in mind that we are flexible with our return time frame. 

Holiday returns are extended to January 20th.

*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?

If you need a different size or color, please place a new order and follow the return instructions for a refund on your original order.  We suggest that you order your new pair as soon as possible, due to the fact that they are one-of-a-kind pieces that sell fairly quickly!

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 857-477-7189!

How can I make the return?

If you’d like to use Artemis shipping, please email to request a shipping label.  A $7.50 return shipping & handling fee will be deducted from your refund in this case.

In either case, please be sure to include your packing list in the box with your return.

Can I use my own shipping method?

Of course!  You can ship to the following address:

Artemis Design Co. Returns
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?

Please contact us directly at to initiate an exchange.  Please include the name of the gift-giver (or the order number, if you have it).

Can I return sale items?

All sale items are considered final sale.

What if I was gifted a sale item?

Please reach out to us at In most cases, we’d be happy to offer an exchange or store credit for sale item gifts.


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

What if I need to cancel or change my order?

Please email  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 857-477-7189 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 857-477-7189 to talk through the fit.


Domestic Shipping

When will my order ship? 

Most orders ship within 1-2 business days of order confirmation; ´╗┐however, please note that many orders are delayed during the COVID-19 pandemic

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 effect 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 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 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 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 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:

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

Happy to hear it! Please contact: 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. 

Try at Home Program

NOTE: Try at Home is temporarily unavailable.

How the Try at Home program work?

  • First, find items that you like, and add them to your cart using the "Try at Home" button, right next to the "Add to Cart" button. Select up to 5 items to try at home.  We encourage selecting multiple sizes, so you can be sure of a perfect fit! 
  • When you checkout, we’ll validate your credit card through an authorization, but we will not charge your credit card.* You will then receive the shoes in a few days and can try them on in the comfort of your own home. 
  • At the end of the 7-day trial period, you will decide what to keep and what to return, and we will only charge you for the kept items.*  As long as you keep at least one item from your order, return shipping is free; otherwise, $7.50 will be charged upon your return to cover a small portion of our shipping and fulfillment costs.

Was my card charged when I placed the order?

We validate your card through an authorization for the full amount of the order. You’ll see a pending charge on your statement, but rest assured that’s not a charge. We’ll only charge your card for the items you decide to keep.

*Please note that if at any point there are insufficient funds to continue authorization, or if your financial institution refuses to honor the re-authorization, your card will be charged.

When does the trial period begin?

When the package is delivered to your house, the trial period begins. You have until the end of your 7-day trial period to postmark returns.

How do you know not to charge my card for the items I’m returning?

We provide an ample amount of time for any returns to arrive at our warehouse before charging your card. Once the items are returned, we inspect and update your order status so you will not be charged.

What if I decided to keep the items but then want to initiate a return?

No problem! Our regular 30-day return policy is still in effect.

What forms of payment can be used for the Try at Home program?

TryNow accepts all major credit cards, but is not compatible with Paypal, Applepay, TryNow, or Artemis gift cards.

Can I use a gift card with the Try at Home program?

Unfortunately, gift cards cannot be used with the Try At Home program at this time.

Can I use the Try at Home Program as an international customer?

Currently, TryNow is only available for US customers.


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.