FAQ

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.

Orders & Shipping

When will my order ship? 

Most orders placed 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 options?

Standard US orders typically arrive within 1-4 business days via USPS Priority Mail. We also offer UPS Ground for those who prefer it, or whose address isn't served by USPS. Expedited shipping options are UPS Next Day and Second Day Air; these are a calculated rate that will show at checkout.

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.

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! 

International Orders & Shipping

What are your international shipping options?

We offer UPS and USPS options, both as calculated rates that will show at checkout once you enter an address. Please note that customs duties are not included in our shipping charges, and are the responsibility of the recipient.

International orders shipped via UPS Worldwide Expedited typically arrive within 1-4 business days of shipment.  Orders shipped via USPS Priority International are transferred into

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 in original/unworn condition, original shipping costs will not be refunded under any circumstances.

Returns & Exchanges


What is your return policy?

If something doesn't work out, we will gladly accept the return of items in their original, unworn condition within 30 days of receiving your order. Domestic 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 if I'd like to exchange?

For domestic orders, 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.

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).

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!  You can set up a gift exchange here. 

What if I need to return my international order?

We are not able to provide assistance with international return shipping or direct exchanges 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.

Product Care & Warranty

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 is that they will stretch and mold beautifully with time to the wearer's foot. We’ve received countless emails and calls from customers saying that their Kilim shoes are the most comfortable shoes they own!

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 should I care for Kilim products?

Artemis Design Co. Kilim products are handmade by skilled Turkish cobblers using vintage carpets. 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.

How should I care for Silk & Velvet products?

Our silk and velvet textiles are a bit more delicate than Kilim, but the process of caring for them is similar. 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.

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.

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 outside of the warranty period, we're always happy to advise on what is possible. Please contact us at hi@artemisdesignco.com with your specific inquiry, including a few photos of the issue.

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 to wear on a plane, too). Before packing them away, either insert a pair of shoe trees into the shoes or stuff tissue paper (or socks) 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. 

Miscellaneous FAQ

If I love a pair of Kilim shoes that's sold out or the wrong size, is it possible to get another pair just like it?

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 release new batches of inventory most Thursdays 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 (and also to receive a 10% welcome discount!). We promise not to flood your inbox, and to only reach out to you if we have something really exciting to share!

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.

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.