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Customer Service Company Info. Comment

Contact Us

Pinatas Artemis

256 Walton Road

West Molesey, Surrey.

KT8 2HT

Email: info@pinatas-artemis.com
Telephone: 07826358607 or our Whatsapp

Opening hours:

Monday to Friday from 9.00am - 5.00pm. We work full year except Sundays and bank holidays.

Got a query? Visit our handy FAQ section to find the answers you are looking for.

Still need some help? Drop us a note using the form below or give us a call.

Contact

Delivery Information

Standard Delivery (2 - 5 working days)

FREE for Orders Over £49.00

£3.95 for Orders Under £49.00

Priority Delivery (1 - 2 working days)

£6.95

Saturday Delivery

£9.95

Please make sure you order in advance, thank you.

Pinatas it can take 1 week, a bit more or less. Any gift that is not in our stock it will take between 2-4 days.

Balloons 1-2 days.

Any party decoration 1-2 days.

We are currently unable to ship outside of UK.

FAQs

Definitions:

For the purpose of these Terms and Conditions the following definitions will apply :-

"We/us/our" means Piñatas Artemis, the seller of the goods.
"You"/’’Your’’means the customer acting as a consumer.
"Courier" means any such courier as we may choose.
"Goods" means the items which you agree to buy from us the seller.

These Terms & Conditions shall apply to all contracts for the purchase of goods by’’ you’’ from ‘’us’’ the seller to the exclusion of all other Terms & Conditions which ‘’you’’ may purport to apply under any sales offer or purchase order. These Terms & Conditions supersede all previous agreements and understandings between the parties.
This is Piñata Artemis; ‘’Your’’ use of this website is subject to the following terms of use which ‘’you’’ are deemed to accept by using this website.

Information and Availability:
‘’We’’ take care to ensure that the information on ‘’our’’ website is as accurate and complete as possible. However, due to the inherent nature of the internet, errors, interruptions and delays may occur in the service at any time. Accordingly, this website is provided as is, without any warranties of any kind as ‘’we’’ do not accept liability arising from any inaccuracy or omission in the information or interruption in availability. Additionally please note that colour clarity will depend on’’ your’’ own personal monitor and therefore ‘’we’’ cannot guarantee that the colour of the actual item matches absolutely accurately.

When will I receive my order?

We aim to dispatch most orders within 1-2 working days (but all depends of our stock, and itme). To view our delivery options please go to Delivery information.

Can I return an item?

We want you to be happy with everything you buy from us. If you are not completely satisfied with any* of the goods you purchase, please return them in their original packaging within 14 days and we will refund you. Contac us

Refund

We aim to issue a refund within 5 working days of our receipt of your returned goods.

See our returns and refund policy.

I have made a mistake on my order

Please either email info@pinatas-artemis.com or call us on 07826358607, We are available Monday - Friday 9am-5pm.

What are your currents promotions?

Free Standard Delivery on Orders over £49 (no code required)

Special offers and promotional codes at Artemis' Pinatas can change daily, so make sure you check back regularly to find the latest ones.

Priority Delivery

Personalised balloons, and party balloons decorations are items taht need to leave as soon as possible becuase of the material, once these are inflated needs to leave, otherwise we risk that our balloons deflated or burst, that's why we prioritised this orders and we aim to get them to you within 1-2 working days.

Orders placed by midday on Friday should be delivered by the following Monday or Tuesday, and orders placed over the weekend by Tuesday or Wednesday.

If an item on your order is not in stock and we are unable to dispatch your complete order, you will be informed quickly by email or phone and given the option of either waiting until the item arrives, making a substitution or deleting the item from the order.

What is Standard Delivery?

Your order will normally be dispatched from us within 2 working days. You need to allow approximately 5 working days for your parcel to arrive.

Can I track my parcel?

Standard and Priority Delivery Service are trackable, you will be sent the details via email/phone.

Can I collect my order from you?

All orders must be placed on our website.

When finalising your order, at checkout you have the option to:

Place an order for delivery by courier anywhere in the UK
Click and Collect your order from our collection point in 256 Walton Road, West Molesey, Surrey, KT8 2HT.

- Before you attend our premises, ensure you have your order confirmation email, we cannot release any orders without it.

- Please remember, our Click and Collect service is operational on Saturday, except sunday or Bank Holidays and collection on these days is therefore not possible

- Please note that we will only hold your order at our collection point for 7 days after your chosen collection date. After 7 days, your order will be cancelled and returned to stock and a refund will be issued.

Do you offer free dalevery?

Orders over £49 will automatically qualify for Free Standard Delivery.

Can I have a VAT invoice?

VAT invoice will automatically be sent to the email address provided once your order has been dispatched. If you need another copy of a VAT invoice please email info@pinatas-artemis.com with either your reference number, or your surname and postcode and we will forward you the invoice via email.

I am looking for an item but I can't find it on your website, can you help?

If you are unable to find what you are looking for please email us on info@pinatas-artemis.com or call our Customer Service on 07826359607, also you can get help through our whatsapp, this way can be faster.

Can I have more help about any particular item?

We want to give as much information as we can about everything we sell in our online shop, but if you would like to have more information email us on info@pinatas-artemis.com or call us on 07826358607.

Do you inflate balloons?

Our balloons are normally sold flat.

Other than our Illoom balloons, all of our balloons are suitable for helium. When filled with helium, our latex balloons should last between 4-8 hours. However, foil balloons can last up to several days.

Please note that balloons may shrink in transit due to the cold, at room temperature they will expand and become firm again.

Can I add a personalised card with a message to my order?

Yes, please use the 'Include Gift Message' button on the product page to add a hand written personalised message with any Inflated Balloon or card, please make sure you writte your order number as well.

Do you send goods outside of Europe?

At the moment we do not do ship outside of UK, at the moment.

Returns and refunds policy

We want our customers to be happy with everything they buy from us. So we are more than happy to accept a return on most of the goods purchased from us in exchange for a refund.

Certain items, which are perishable (including but not limited to inflated balloons and confectionary), personalised or bespoke products cannot be returned due to the nature of the product unless they are faulty or damaged.

To find out how to make us aware of a fault or damage to an item, please refer to our damaged items section.

For returnable items, you should notify us of your wish to return your order by email. Your return should be sent to us within 14 days of receipt of the order. We will check your returns items and provided that your order is returned in its original packaging and is in a resaleable condition, we will refund you the cost of the products ordered.

The address to send your return to is:

Artemis' Pinatas: 256 Walton Road, West Molesey, Surrey, KT8 2HT.

We aim to issue a refund within 5 working days of our receipt of your returned goods.

Damaged items

We prepare all orders with a great deal of care to ensure that they reach our customers in perfect condition.

On rare occasions, there may be an issue that affects your order, such as a faulty item or damage that occurs in transit.

Should this happen, we are more than happy to assist provided that the procedure, set out below, is followed to notify us of an issue with an order.

Our product range includes both perishable and non perishable items, it is the responsibility of our customer to notify us by email of a fault or damage to a product in the way set out below.

For perishable items such as Balloon in a Box orders and inflated balloons, we require notice of damages or faults immediately on delivery and no later than 24 hours of your order being delivered. Your complaint should be made by email and accompanied by images to demonstrate the issue as set out below.

at least one image showing the whole product, in the box it was delivered, clearly demonstrating the damage
at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
at least one image of the delivery label clearly showing the delivery address
if your complaint is about an inflated balloon order, in addition to the above you must ensure that:
- balloons are imaged exactly as they were when delivered, i.e. attached to the ribbons and weight as it was when received,
- you do not amend or alter the balloons in any way,
- you do not remove any balloons from the bouquet
- you do not tamper with or try to fix balloons yoursel

For all non perishable items, you must notify us of any damage within 14 days of the expected delivery date and accompanied by images to demonstrate the issue as set out below:

at least one image showing the whole product, clearly demonstrating the damage
at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
at least one image of the delivery label clearly showing the delivery address

Where the relevant criteria is not met, or; the images supplied do not make it clear to us the issue, or; we cannot verify the fault from the images you supply, unfortunately the claim cannot be considered.

Damages and lost item claims cannot be considered when they do not meet this criteria or are raised outside of the timeframes set out above.

If you wish to exercise your legal rights to reject Products you must return them to us if we ask you to do so as set out in our terms and conditions.

What do we sell?

We sell piñatas, balloons, gifts like: mugs, candles, soaps, and cards all of them can be personalised. We sell paper lamps, LEDS fairy, and rent or sell bubbles tents. We also do face painting, party decorations, baby shower. Our bubbles tents are for rent or sale, Contact Us for more information

About Us

Welcome to Piñatas Artemis, where we specialize in creating stunning handmade piñatas for all your party needs. Located in the charming town of West Molesey, UK, our team is dedicated to crafting unique and custom piñatas that will make your celebrations truly memorable.

Our Story

Piñatas Artemis was born out of a passion for creativity and bringing joy to events.We are a small family that had previously made many piñatas but for the neighbors, as a result of the success that our piñatas had in our neighborhood community, someone suggested sell them online. So I decided to start my business and continue succeeding with my piñatas.
We put passion into our creations, that's why everyone likes our fabulous piñatas. With a keen eye for detail and a love for crafting, we set out to provide high-quality piñatas that add a touch of fun to any occasion.

WHAT WE OFFER?
We offer creativity and originality in this way we try to help our clients by creating original piñatas for celebrations or special events.

WHRE DO WE COME FROM?
We were born in a small city called Badajoz, it is in the Extremadura Community in Spain. We were not a business as such, but we did make piñatas for the residents of the community. More than a job, it was a hobby for us since we had our jobs, but we liked to create, so after several years we decided to turn our dream into reality, and set up our piñata business.

WHY IN THE UK?
When we decided to come to England to live, we saw that we had more opportunities to progress if we set up our business. It is also true that England makes it easier for you to enter the business world.

VALUES
We are a family that has always worked hard. Our main value is honesty, which is why we greatly appreciate the trust that our customers place in us, since we give the best of ourselves so that our customers leave happy with their orders, and do not have any problems when starting or finishing the order.

Privacy Policy

We at Party Packs respect your privacy. We only use the information we collect about you carefully, lawfully and in accordance with the Data Protection Act 1998, the EU General Data Protection Regulation (GDPR) and Privacy and Electronic Communications Regulations (PECR).

1. INTRODUCTION

This privacy notice provides you with details of how we collect and process your personal data through your use of our site www.pinatas-artemis.com

By providing us with your data, you warrant to us that you are over 13 years of age.

Party Packs Ltd is the data controller and we are responsible for your personal data (referred to as “we”, “us” or “our” in this privacy notice).

Contact Details

Our full details are:

Full name of legal entity: Pinatas Artemis

Email address: info@pinatas-artemis.com

It is very important that the information we hold about you is accurate and up to date. Please let us know if at any time your personal information changes by emailing us info@pinatas-artemis.com

2. What data do we collect about you, for what purpose and on what ground we process it

Personal data means any information capable of identifying an individual. It does not include anonymised data.

We may process the following categories of personal data about you:

Communication Data that includes any communication that you send to us whether that be through the contact form on our website, through email, text, social media messaging, social media posting, telephone calls or any other communication that you have with us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.
Customer Data that includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address, email address, phone number, contact details, purchase details. We do not retain or hold credit/debit card details and only process card payments through encrypted methods. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.
User Data that includes data about how you use our website and any online services together with any data that you post for publication on our website or through other online services. We process this data to operate our website and ensure relevant content is provided to you, to ensure the security of our website, to maintain back-ups of our website and/or databases and to enable publication and administration of our website, other online services and business. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business.
Technical Data that includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website. The source of this data is from our analytics tracking system. We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our advertising. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business and to grow our business and to decide our marketing strategy.
Marketing Data that includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws and free give-aways, to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising. Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.
We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business).

Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.

We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at sales@partypacks.co.uk. In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.

We may process your personal data without your knowledge or consent where this is required or permitted by law.

We do not carry out automated decision making.

Sensitive Data

We do not collect any Sensitive Data about you. Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not collect any information about criminal convictions and offences.

3. How we collect your personal data

We may collect data about you through a variety of different methods including:

Direct interactions: You may provide data by filling in forms on our site and / or by communicating with us by post, phone, email or otherwise, including when you:
- order our products or services;
- create an account on our site; o subscribe to our newsletter ; o request catalogues or marketing be sent to you;
- enter a competition, prize draw, promotion or survey; o give us feedback on service and products.
Automated technologies or interactions: As you use our site, we may automatically collect Technical Data about your equipment, browsing actions and usage patterns. We collect this data by using cookies, server logs and similar technologies. We may also receive Technical Data about you if you visit other websites that use our cookies.
Third parties or publicly available sources: We may receive personal data about you from various third parties and public sources as set out below.
Technical Data from the following parties: o analytics providers such as Google based outside the EU;
- advertising networks such as Google and Facebook based outside the EU;
Contact, Financial and Transaction Data from providers of technical, payment and delivery services which may be based outside the EU.

4. How do we use your personal data

We will only use your personal data when legally permitted. The most common uses of your personal data are:

Where we need to perform the contract between us.
Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
Where we need to comply with a legal or regulatory obligation.

Marketing Communications

Our lawful ground of processing your personal data to send you marketing communications is either your consent or our legitimate interests (namely to grow our business).

You will receive marketing communications from us if you have:

requested information directly from us or
purchased goods or services from us; or
been identified by our third party data suppliers as potentially being interested in our goods or services by post.

in each case, you have not opted out of receiving that marketing.

Under the Privacy and Electronic Communications Regulations (PECR), we may send you marketing communications from us if:

you made a purchase or asked for information from us about our goods or services or
you agreed to receive marketing communications and in each case you have not opted out of receiving such communications since.

Under these regulations, if you are a limited company, we may send you marketing emails without your consent. However you can still opt out of receiving marketing emails from us at any time.

If you opt out of receiving marketing communications this opt-out does not apply to personal data provided as a result of other transactions, such as purchases, guarantee, safety recalls etc.

For purposes of quality control and training, calls and emails may be monitored and stored.

Data Profiling

Our communications are designed to tell you about the benefits we can offer, so that you have exclusive access to our best deals. We use the information we have about you to tailor the content and try to ensure that our offers and those of third parties are as relevant to you as possible.

5. Disclosures of your personal data

We may share your personal data with the parties set out below:

Service providers who provide IT, system administration, payment processor providers, live chat operators, enhanced web functionality, fulfilment and courier services.
Suppliers who operate direct ship services on our behalf.
Marketing services who produce and execute marketing campaigns and organisations such as Mailing Preference Service (MPS) who clean the mailing data we hold.
Professional advisers including lawyers, bankers, auditors and insurers
HM Revenue & Customs, regulators and other authorities based in the United Kingdom and other relevant jurisdictions who require reporting of processing activities in certain circumstances.
If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use; or to protect the rights, property, or safety of Party Packs Ltd, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
Third parties to whom we sell, transfer, or merge parts of our business or our assets in which case personal data held by Party Packs Ltd about its customers will be one of the transferred assets.
You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by emailing us at info@pinatas-artemis.com

We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.

7. Data security

We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those employees and partners who have a business need to know such data. They will only process your personal data on our instructions and they must keep it confidential.

Sensitive and private data exchange between the Site and its Users happens over a EV SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.

We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.

8. Data retention

We will retain your personal data indefinitely to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

Customers often return to us many years after buying for the first time and our suppression list ensures we do not contact you when you have opted out.

For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.

In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

9. Your legal rights

Under data protection laws you have rights in relation to your personal data. These include the right to:

Request access to your personal data.
Request correction of your personal data.
Request erasure of your personal data. If you request your data to be deleted (that not required by our legal obligations) this may invalidate any product guarantees and mean that we can not comply with any wishes not to be communicated with in the future. This is because we occasionally purchase third party data which is usually de-duped against our suppression list ie those people who have withdrawn consent. If we do not hold your data on this list we can not remove you from the mailing.
Object to processing of your personal data.
Request restriction of processing your personal data.
Request transfer of your personal data.
Where the lawful ground of processing is consent, to withdraw consent.

You can see more about these rights at:

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If you wish to exercise any of the rights set out above, please email us at info@pinatas-artemis.com

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.

If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues ( www.ico.org.uk ). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.

10. Third party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

11. Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

Security

Payment through this web site is made via a secure web server. Secure communication means that any information provided by you, such as your name or credit-card number, is encrypted so that it cannot be read or intercepted by other people.

A secure page is different to a normal web page. Your web browser may or may not warn you that you are entering and leaving a secure area of the web site but when a page is secure an unbroken key, a closed lock or a similar symbol should be displayed by the browser, usually on its bottom bar. When this happens you will know that any information typed into that page will be encrypted when it is sent out. Web browsers also include security data in their page information details.

Data Protection

Any information supplied by you will only be held and used for our purposes in order to conduct business with you and to improve our level of service. We will not pass on your details to any third party without your express agreement.
When you order, we need to know your name, email address, delivery address, credit or debit card number and expiry date. This enables us to process and fulfil your orders and to notify you in the event of any queries. We also request your telephone number which allows us to contact you urgently if there is a problem with your order such as a courier having difficulty in achieving a delivery.
We will only send you emails or other information where you have given us your consent.
We shall comply with all applicable UK data protection legislation from time to time in place in respect of any personal information relating to you gathered by us.
You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct them promptly.
Should you wish to be removed from our mailing lists all you need to do is contact us and all further contact with you will cease.
We may use technology to track the patterns of behaviour of visitors to our website. This can include using a "cookie" - this a small piece of information that is stored on your computers hard drive by your browser. You can modify your browser to prevent this happening.
You can control your own privacy settings in the ‘My Account' section (please login). From here you can choose whether you want to receive mailings and emails from us. If you have any questions about privacy please email us.

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