Frequently asked questions

How long will my order take? Where is my order?

At Jane Hamerton we work fast and our customer is ‘king’! We normally make the orders within 7-10 days. It can take a little longer at Christmas but we will let you know via email. Once the order is sent you will receive an email telling you it is on its way. The despatch then takes between 2-3 working days. If it does not arrive, please get in touch. If you need something in a hurry do get in touch and we can normally pop it to the top of the pile.

How secure is the payment system?

Very! Shopify (the system our website is run on) is certified Level 1 PCI DSS compliant.

They are very serious about securely hosting our online store and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, they work really hard to ensure our shopping cart software and ecommerce hosting is secure. Therefore, you can rest assured that our new site is very secure.

However, if you do not wish to pay on line then just drop us an email to or ring 01473 405993 and we can contact you to take payment over the ‘phone or can arrange for you to pay by BACS.


At Jane Hamerton we take handling data very seriously. Any relevant customer information which has to be stored on a computer has password protection and any ‘paper’ orders are kept secure and then destroyed when no longer needed. We will not contact you unless you have opted in to accept email marketing re offers from Jane Hamerton or up to date news. We have never shared information in the last 26 years with any third party and never will. You can email us to see what information we do hold and you can request that it be deleted immediately.

What does GSM (Grams per Square Metre) mean on towelling products?

At Jane Hamerton we use 600 GSM towels as this provides a soft and absorbent towel which will stand up to much washing and frequent use. The higher the GSM number, the heavier and more absorbent the towel. They  are made from Egyptian cotton (said to be the best quality) which have much longer, thicker loops that feel luxurious to the touch.

Can I have a special, bespoke order made?

Yes, anything is possible. If you have a specific fabric in mind which you don’t see online, please contact me. This may take a little longer if we have to source the fabric or, alternatively, you can send us a fabric you have found. Email me for more details.

How do I wash/care for my towels & dressing gowns?

We think you should wash a new towel before using it, especially for a baby. It also means it becomes more absorbent and softer to the touch. Do follow the washing instructions on the towel’s label.
Don’t use bleach or dry clean your towels.
Using fabric conditioner coats the fibres and makes the towel less absorbent.
If there is a stray loop when you catch it just carefully cut it with scissors.
Air-drying is advisable and finishing off in a tumble drier. Using a tumble drier on a lowish heat rather than a radiator makes the towels soft and fluffy and putting dryer balls or putting a couple of tennis balls in helps too.
If the band rucks up a bit after you have washed a towel on a hot wash, pull the band back in to shape while the towel is still damp.

Will my dark fabric letters run on my white towel?

At Jane Hamerton we use the best quality fabric for the appliqued letters. They have to withstand much washing and detergents over many years. As all fabrics are pre-washed before we use them there should be no problem. Do not put white or cream towels in the wash with dark items.

Are the colours shown on my screen similar to the product I will receive?

At Jane Hamerton we make every effort to use the best photography so you can get a pretty good idea of what your hand made personalised product will look like when you receive it. However we cannot guarantee that the product looks exactly the same as on the screen you are using (also it depends on the quality of your screen). If you need more information or are worried please get in contact with us.