How do I know what size to order?
Take a look at the sizing chart under the ‘SIZING’ tab to match your body measurements with our sizing. If your new garment arrives and the size you have chosen is not perfect, send it back and we can replace it with another size. No worries.
Do you make plus-size pieces?
Our stocked size runs go up to size 16, but if you would like something bigger made just for you then let us know and chances are high we can get it done.
Do you make custom made pieces?
We love hearing from our customers and making sure they get exactly what they want. Our most common requests are for a change of colour way, we are happy to make something to order where possible. If you see something you like but wish it was a little longer/shorter/another colour or if you have something completely different in mind email us with your ideas.
Do you print your own designs?
Yes. We use water based screen printing inks and custom designs in our collections in limited numbers to maintain individuality.
Will you notify me when you release a new design or restock a current design?
Of course! Like our Facebook page, follow us on twitter, or keep tabs on our blog. We post updates about our products as well as occasional sales and specials. We promise not to spam you with boring stuff either!
What is so special about Merino Wool?
Merino is a natural fibre with some serious skills. It is warm when it’s cool and cool when it’s warm, odour and stain resistant, easy to clean, quick drying and moisture wicking, naturally resilient and elastic, naturally protects from UV rays and is flame retardant! Not to mention super soft and simply delightful to wear close to the skin! Check out our ‘WHY WOOL?’ tab for the full lowdown on wool’s miracle properties.
How do I clean my JANELLE HINCH clothing?
Care instructions differ from garment to garment. As a general guideline, Wool coats and pieces that have genuine Leather detailing should be drycleaned. Merino knits can be washed in your machine on a cool delicate cycle or handwashed. Use regular wash detergent on merino (the fibres are already soft enough so they don’t need any more ‘wool softener’, keep it away from bleach too.) Ensure any zips are done up and there are no other items in the wash that may snag the fabric. Using a large wash bag is your best bet to maintain the fabric’s good looks. Always line dry. Wool is quick drying, natural and sustainable – and it will help you save power!! Unless you want your garment to shrink - Do not, I repeat DO NOT use a tumble drier! Current season clothes have care instructions listed on their page found in ‘PRODUCTS’.
Have a question about a specific garment? Email firstname.lastname@example.org
Why do you only make winter clothes?
Our designer and namesake Janelle Hinch has been chasing winters around the world for the past decade. I guess you could say dressing for winter is her forte. Natural fibres like Wool, Cashmere and Mohair are her passion and they work best in a winter setting.
What steps are you taking to be eco-friendly?
We believe in a global community. We understand the importance of looking after our world and the people in it.
We have a zero-waste policy. We produce many of our pieces to order to prevent excess inventory. The small fabric pieces left over from cutting pattern pieces for our garments are saved and used by local volunteers to make tiny clothes for the little ones who start out life in the Neonatal ward at Wellington hospital.
In our studio we use never use nasty chemicals and opt for eco-friendly cleaning products.
We give priority to the use of natural fibres, specifically wool because it is made from a sustainable, renewable resource which is biodegradable and has the lowest hazard rating in terms of health and environmental safety.
Produced ethically and locally in New Zealand, our Merino Wool is grown in the Southern Alps, milled in Otara and sewn together by willing workers in the mountain town of Ohakune, making minimal travel miles to get to you.
How long does it take for clothes to arrive?
Standard shipping for orders within NZ takes 1-7 working days. International orders range from 5-10 working days excluding customs. Next day delivery is only available on selected items. Call (NZ) 06 3858683 for urgent orders. For more detailed info check out our ‘SHIPPING’ page.
What shipping method do you use?
All items are posted using NZ Post. Items can be collected if required.
How much does shipping cost?
Shipping is free, yes free. For more detailed info check out our ‘FREE SHIPPING’ page.
Do you ship internationally?
Yes, we ship to almost every country around the world. *Please note: Orders shipped outside of New Zealand are subject to regular customs duties and fees levied by the destination country.
What forms of payment do you accept?
We gladly accept major credit cards Visa and MasterCard. We also accept PayPal and NZ or UK bank transfers.
How secure is this store?
This store uses PayPal to process payments. PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). We never see your credit card info, just your address and contact details.
Do I need a PayPal account to purchase from this store?
No, you can use most international credit cards or visa debit cards. If you do already have a PayPal account you are welcome to use it.
If you do not have a credit/visa debit card account and still wish to make a purchase, please contact us directly and a bank transfer can be arranged.
What is your return policy?
Our goal is 100% customer satisfaction. In general, unworn items can be exchanged within 14 days of delivery. For more detailed info check out our ‘FREE SHIPPING’ page.
For answers to any other questions you may have, drop us a line at email@example.com
We would love to hear from you!! xx