Frequently Asked Questions

General
Is there a physical ARTIS store?
Yes, you can visit the ARTIS shop in the ARTIS park. The store is open daily from 9:00 AM to 6:00 PM. The full range of products is available here. From cuddly toys to posters and from backpacks to baby rattles.

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

Will I receive an order confirmation?
Yes, after your payment you will receive an order confirmation by email. As soon as your order has been handed over 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 it 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?
An amount of €6.75 will be charged for each order via the ARTIS webshop for shipping and administration costs. This is a fixed amount, regardless of the size of your order. However, for regions outside the Netherlands, other shipping and handling charges.

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 do I do 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.

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

Delivery and reception

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 take up to 24 hours before you receive a Track and Trace code. Please note, the e-mail with the code can also end up in your spam.

When can I expect my order?
ARTIS aims to deliver your order within 2-3 working days. However, different delivery times apply for regions outside the Netherlands. Letterbox packages are not delivered on Mondays. Please note: due to the busyness of the delivery service, your product may be delayed.

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

Which countries does ARTIS ship to?
ARTIS delivers products within Europe. However, for regions outside the Netherlands, different shipping and handling costs and delivery times apply. It is currently not possible to ship to the UK.

Returns, exchanges and warranty
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 the return form and fill it out 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 the return form.

What are the return conditions? 
You can find the full 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). However, different rates apply for regions outside the Netherlands.

Do I get the shipping costs back with a return?
When we have received the order in good order, you will be credited the full purchase amount excluding shipping costs.

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 ordered in the online shop in the ARTIS shop?
Products that you buy online can only be exchanged via the webshop. A s return form must be filled in at all times. You can then place a new order through the ARTIS webshop.

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

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

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

Products and stock
Does ARTIS use sustainable materials?

Yes, ARTIS strives to produce every product as sustainably and environmentally friendly as possible. For example, all ARTIS soft toys are filled with only recycled material and 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, please send an email to: webshop@artis.nl.

Can I give a membership or access card as a gift?
Gift cards are only for sale at the ARTIS cash register.

Can I buy ARTIS tickets?
Tickets are on sale at 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/lidmaatschap

Bamboo products
Does ARTIS bamboo tableware contain melamine plastic?
Yes, the ARTIS bamboo cups, plates and dinnerware sets are made of 45% bamboo, 30% corn and 25% melamine plastic. All products that ARTIS sells are produced and tested in accordance with European regulations and REACH, a European regulation on the production and trade of chemical substances.

What is REACH?
REACH is a European regulation on the production and trade of 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. Excessive 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 bamboo ARTIS tableware?
ARTIS advises to follow the guidelines of the Dutch Food and Consumer Product Safety Authority (NWVA). The Risk Assessment & Research Office (BuRO) of the NVWA advises not (any longer) to use all plastic tableware in which bamboo and/or maize fibers are used. If the situation changes, ARTIS will act accordingly.

Can I cancel or return my order?
ARTIS currently sees no immediate reason to cancel or recall orders. This message from the NWVA affects all companies that sell bamboo products. We ask for your understanding that this message was completely unforeseen for ARTIS.

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

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

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

 

    en