Frequently Asked Questions



    General
    Order and pay
    Delivery and receipt
    Returns, exchanges and warranty
    Products and stock
    Bamboo products

    Is there a physical ARTIS store?
    Yes, you can visit the ARTIS shop in the ARTIS park. The store is open daily from 9am to 5pm. The full range of products is available here. From cuddly toys to posters and from backpacks to baby rattles.

    Do I need an account to place an order?
    No, you do not need an account to place an order via the ARTIS webshop. Products can be ordered easily with just an email address.

    Will I receive a confirmation of my order?
    Yes, after payment you will receive a confirmation of your order by email. As soon as your order has been given to the delivery service, you will also receive a Track and Trace code by email.

    Is it possible to change or cancel my order?
    An order that has been paid cannot be canceled, but can be returned. You can find the return policy here. For questions about your order or the return of a product you can send an email to webshop@artis.nl.

    What are the shipping costs?
    For every order via the ARTIS webshop, an amount of € 6.75 will be charged for shipping and handling costs. This is a fixed amount, regardless of the size of your order.

    How can I pay for my order?
    You can pay for your order in many ways. ARTIS accepts payments with: Visa, MasterCard, American Express, Maestro, iDEAL, Bancontact, Shop Pay, Apple Pay and Google Pay.

    What if my payment has failed?
    If you are unable to make a payment, we ask you to contact the bank. If it concerns a malfunction or technical error, you can contact customer service via webshop@artis.nl.

    Do I receive an ARTIS member discount on purchases through the online shop?
    The ARTIS member discount only applies to products purchased in the ARTIS store. You will therefore not receive a discount via the webshop.

    Will I receive a Track & Trace code?
    As soon as your order has been collected and given to the delivery service, you will receive a Track and Trace code. It can sometimes take 24 hours before you receive a Track and Trace code. Please note, the mail with the code can also end up in your spam.

    When can I expect my order?
    ARTIS strives to deliver your order within 2-3 working days. Mailbox packages are not delivered on Mondays. Note: due to busy delivery service, your product may be delayed.

    Can I also pick up my order in the ARTIS store?
    Orders placed via the ARTIS webshop cannot be picked up in the ARTIS shop. You are welcome to buy products in the ARTIS store.

    Which countries does ARTIS ship to?
    Currently ARTIS only delivers products within the Netherlands.

    How can I return my online order?
    If you are not satisfied with your order, you can cancel it within 14 days without giving any reason. Print it return form and fill it in completely. You can also email the return form to webshop@artis.nl. After cancellation you have another 14 days to return the product.

    Can I return my order in the ARTIS store?
    Your product purchased online can only be returned by post and not in the ARTIS store. Use it for this return form.

    What are the return conditions? 
    You can find the complete return conditions here.

    What are the return costs?
    The return costs are for your own account and start at € 4.00 (letterbox package) and € 6.75 (package up to 10 kilograms).

    Do I get the shipping costs back for a return?
    The return costs are for your own account and start at € 4.00 (letterbox package) and € 6.75 (package up to 10 kilograms.

    How long does it take to process a return?
    Processing a return shipment takes a maximum of 14 days after receiving the return shipment. When we have received the order in good order, you will be credited the full purchase amount excluding shipping costs.

    How can I exchange my order?
    You can exchange your order by returning it and placing a new order.

    Can I exchange items that I have ordered in the online shop in the ARTIS shop?
    Products that you buy online can only be exchanged via the webshop. There must be one filled out at all times return form be attached. You can then place a new order via the ARTIS webshop.

    Can I exchange a purchase in the ARTIS store via the online shop?
    No that is not possible. Products purchased in the ARTIS shop can only be exchanged in the ARTIS shop.

    I have received a damaged or wrong item, what now?
    In this case, we ask you to send an email to webshop@artis.nl within 2 months, including photos of the damaged or wrong product. The next step is determined on the basis of your e-mail and the photos.

    My item has broken, do I have a warranty?
    ARTIS guarantees that products are suitable for normal use. If this is not the case with your product, send an e-mail to webshop@artis.nl, including photos of the damaged product. The next step is determined on the basis of your e-mail and the photos. The full description of the warranty conditions can be found in the Terms and Conditions.

    Does ARTIS use sustainable materials?
    Yes, ARTIS strives to produce every product as sustainably and environmentally friendly as possible. For example, all ARTIS cuddly toys are provided with a filling consisting of only recycled material and the ARTIS backpacks and umbrellas are made from recycled PET bottles.

    I would like more information about a product, is that possible?
    For more information about products, you can send an email to: webshop@artis.nl.

    Can I give a membership or access card as a gift?
    Gift cards can only be purchased at the ARTIS cash desk.

    Can I buy ARTIS entrance tickets?
    Tickets can be purchased via www.artis.nl or via the ARTIS cash register.

    Can I take out an ARTIS membership?
    An ARTIS membership can easily be taken out via www.artis.nl/liderschap

    Is there melamine plastic in the ARTIS bamboo tableware?
    Yes, the ARTIS bamboo cups, plates and tableware sets are made from 45% bamboo, 30% corn and 25% melamine plastic. All products sold by ARTIS are produced and tested in accordance with European regulations and REACH, a European regulation on the production and trade in chemical substances.

    What is REACH?
    REACH is a European regulation on the production and trade in chemical substances. It describes what companies and governments must adhere to. REACH stands for Registration, Evaluation, Authorization and Restriction of Chemicals.

    How harmful is the substance melamine / formaldehyde?
    When using bamboo tableware, there is a chance that too much formaldehyde will end up in the food or drink. Too high an intake of formaldehyde can lead to stomach irritation and ulcers. More information can be found on the website of the Dutch Food Safety Authority.

    Do I have to throw away my ARTIS bamboo tableware?
    ARTIS recommends following the guidelines of the Netherlands Food and Consumer Product Safety Authority (NWVA). The Risk Assessment & Research Office (BuRO) of the NVWA recommends that all plastic tableware containing bamboo and / or maize fibers should not be used (anymore). If the situation changes, ARTIS will act accordingly.

    Can I cancel or return my order?
    ARTIS currently does not immediately see a reason to cancel or return orders. This message from the NWVA affects all companies that sell bamboo products. We are waiting to see if there will be a sequel to the news item of February 15th. We ask for your understanding that this message was completely unforeseen for ARTIS.

    All products sold by ARTIS are produced and tested in accordance with European regulations and REACH, a European regulation on the production and trade in chemical substances.

    The bamboo products have been removed from the store and the ARTIS webshop. Of course you are free to cancel or return orders in accordance with the ARTIS return policy. See the return conditions on the website for this.

    Can I get my money back?
    If you decide to return the order within the applicable return period, you will receive your money back. For more information about returns, view the return form here.

    If you purchased your products some time ago, we ask for your understanding that this message was completely unforeseen for ARTIS. All products sold by ARTIS are produced and tested in accordance with European regulations and REACH, a European regulation on the production and trade in chemical substances.

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