Getting the box
We publish the range. Our retail partner picks, packs and delivers it, so the honest version of this page is short.
Who does what
| Step | Who handles it | Where you see it |
|---|---|---|
| Reading the range | HIMI | These catalog pages |
| Payment | Our retail partner | Their checkout, after you leave this site |
| Packing and dispatch | Our retail partner | Their order confirmation |
| Delivery estimate | Our retail partner | Shown at their checkout for your address |
| Parcel updates | Our retail partner | Their account area |
| A parcel that went wrong | Our retail partner | Their help channel |
Why we do not quote a delivery time
Because we would be guessing. Options, speeds and cutoffs are set by the partner, they differ by address, and they move with the season. The estimate at their checkout is the only one worth reading, and it appears before you pay.
The same goes for what a delivery costs. Any figure we printed here would be a stale copy of theirs, and a stale number is worse than none.
What we can tell you about the box
- Palette boxes travel closed and latched. If the lid has come loose in transit, the cups may have shifted and want a wipe before the first session.
- Paint that arrives cold from a winter delivery is fine. Let the box reach room temperature before you open it and the wells will behave normally.
- Pads ship flat. A pad that turned up bent has had a rough journey and the partner will want to hear about it.
If a parcel has not turned up
Open the order in your account with the partner you bought from. They hold the dispatch record and the carrier reference. We hold neither, and there is nothing we can look up on your behalf.
Sending something back works the same way.