Hat FAQs

Here's your guide to keeping your trusty hats in tip-top shape for every adventure. Hat Guides Treat your hat like a prized possession – with a bit of TLC, you'll have it looking sharp and ready for your next outing. It's all about cleaning and storing it right, so when the time comes, your hat is as ready as you are!

• Regularly use a hat brush or clean soft brush to gently brush the hat in small, counter-clockwise motions to loosen any dirt present.
• Use a hat sponge to lightly 'shave' off any fibres and remove marks. 
• Regularly use a damp clean cloth to wipe your sweatband. You can use a tiny amount of gentle detergent if need be.
• Air out your sweatband regularly by resting the hat on it's crown and flipping the sweatband up.
• Use a lint roller or sticky tape to lift up hairs/dirt.
• For dust, use a slightly damp cloth to gently wipe away any dust build up on your hat.
• Hats can be dabbed with a damp, clean cloth straight after use, however this might not remove all marks. The rest may fade with time and wear. 
• The washing machine, clothes dryer and drycleaning are a big no-no.

Remember, marks on a hat are signs of a hat well lived, and each one tells a story! For more go to How to Clean & Reshape

Every hat we sell is handmade, so there may be some imperfections in the materials and colour differences. We like to call this the hat's character :) 

Wool will fade over time so don’t be alarmed if your hat changes colour as it ages - it’s unavoidable when natural fibres are in sun & light over time. Please don't store your hat in direct sunlight.

When you're not wearing your hat keep it store out of sunlight to avoid extra fading. The dash of your car is not the place for a hat.

We know this can be the last priority when you’re in the moment on a road trip or travelling the world but the dashboard or floor is not where your hat wants to be.

1. First things first, avoid resting your hat on its brim on uneven surfaces. This will bend the brim to create a different shape over time. Always turn it upside down, resting on the crown to ensure your hat keeps its original shape or on a flat surface if your brim is flat or upturned.
2. Planning on storing it for a while? Think about building a good Hat Wall
3. The car dashboard is not the place for a hat - keep it in the shade to avoid fading.
4. Air out your sweatband after wearing by flipping the sweatband up and resting your hat on it's crown in a shady, well circulated space.

Hats are your best friend on a holiday! We have a few differen't packing methods.

1. Travelling with carry on or backpack, our Hat Carry Clips are a great option.

2. Packing in your checked luggage. We suggest placing your hat crown first into your luggage and packing clothes around it, and inside the crown - this will help to maintain the flat brim. See guide here How to pack your hat in your luggage

3. Packing with Soft Wool or other soft style. Simple fold your hat or roll it up. See more Guide to Crushable Hat

If you find it a little bent on arrival, leave on a flat surface over night and it should go back to shape. If it's being a little stubborn give this a go: How to fix a bent hat

Never known how to correctly store a hat and now your favourite hat has lost its shape? All you need is a kettle and a trusty pair of hands!

1. Boil the kettle and hold one side of the brim with two hands whilst hovering the other side of the brim over the kettle spout.
2. As steam releases from the spout, slowly wave the brim over for up to 20 seconds.
3. Take your hat away from the kettle and begin to shape your hat back into place and repeat for the other side. Be mindful, if the hat becomes damp or moist from the steam, let it dry naturally before beginning the same process again.
4. You can also use a clothing steamer.

See full guide here: How to Clean and Reshape

Our aim is to get your wearing your hat as quickly as possible! Our standard handling time is 1-2 business days, and shipping is in addition to this. 

• During special promotions, peak periods or public holidays, this might be exceeded.
• Orders are processed Monday - Friday (excluding public holidays) and shipped from our warehouse in Sydney, Australia.
• If your order has been processed by our warehouse team it may not be possible to change or cancel the order as they work very quickly!

Once shipped, you'll receive an email with your tracking number and a link to track the progress of your delivery and an estimated delivery time frame.

• While most orders are arriving on time, delays may still be occurring and our carriers are not guaranteeing delivery timeframes for standard or priority deliveries.
• Regional cities/towns can experience longer delivery times.
• If you are experiencing a delay with your order arriving, send our Customer Experience team an email with your order number and they do all they can to help, including opening an investigation with the mail carrier.

Find contact details here

Shipping is free for orders over $150 for Australian and United States delivery addresses.

Shipping for orders under $150 will be calculated at checkout.

Standard Shipping is with FDM Logistics Carriers (FDM / Fastway / Aramex) & Australia Post for Express.

If you're shipping internationally your order will be handed to your local postal service once it passes through customs. Use your tracking number with your postal service for up to date tracking.

Estimated shipping times are not being guaranteed by carriers at this time.

Once your order has processed and passed on to our mail carriers, the following time frames provide an approximate delivery time:

• AUS Metro Standard | 2-8 business days
• AUS Metro Express | 1-3 business days
• USA Express | 3-6 business days
• NZ Express | 6-12 business days
• UK/Europe Metro Express | 7-12 business days
• Rest of World | See Times

Our hats embark on their postal voyage in custom-designed, fully recyclable Will & Bear cardboard cartons – no plastic involved.

These cartons are tough enough to handle the postal system's hustle and bustle. But hey, accidents happen. If you reckon your hat's had a rough trip, shoot us an email with photos at help@willandbear.com. Our friendly customer experience team is here to help!

Got a change of heart? Quick, email us at orders@willandbear.com ASAP! We aim for a swift less than 48-hour dispatch, so the sooner you let us know, the better.

Just keep in mind, if our warehouse team has already picked, packed and handed over your order to the courier, we might not be able to make changes or cancel it, but we'll always do our best to assist you!

No worries, it happens to the best of us! If you've just realized there's a hiccup with your address, here’s what to do:

1. Act Quickly: Time is of the essence! Reach out to us as soon as possible at help@willandbear.com with the correct details.
2. Email Us: Include your order number and the correct address in your email. This will help us update your details swiftly.
3. We'll Do Our Best: We strive for speedy dispatch (aiming for 48 hours or less), so if your order hasn't left our warehouse, we'll do our utmost to update your address.
4. If It's Already Shipped: In case your order is already on its way, we'll work with you to find the best solution, whether that’s rerouting the package or making other arrangements.

Remember, the sooner you let us know, the better the chance we can fix it before your hat sets off on its adventure. Mistakes are human, and we're here to help sort them out!

Orders will be safely dropped if there is a safe place to leave the goods. If the delivery driver deems there is no safe place a card will be left to notify you of attempted delivery.  You will then need to arrange redelivery or pick up.  

Please keep an eye on your tracking.  If your tracking is showing as 'attempted delivery' but a card was not left, please contact your local postal agency ASAP to arrange collection.

We ship worldwide with minimal exclusions. If you cannot select your country at checkout, reach out to us help@willandbear.com and we'll help out.

Our special collaboration with Wandering Folk and The Slow Road has now launched!

The following items will be shipped directly to you from Wandering Folk's warehouse in Byron Bay - Camp Collab Camping Table, Camp Collab Camping Chair, Camp Hemp Picnic Rug, Camp Collab Enamel Cup Set of 2, Camp Enamel Set.

If you purchase any of these items in the same order as a Will & Bear Hat, you will receive separate deliveries and a tracking email for each delivery.

The Camp Table and Camp Chair can only be shipped to Australian addresses, and will have a flat shipping fee of $25.

Here is a quick rundown. See our full return policy here.

• Time Frame: You have 30 days from the date of purchase to return your hat.
• Where to: Sydney, Australia.
• Extended Holiday Period: Every year we extend our returns policy for orders placed around late November - December. We'll update you on these dates soon.
• Return Options: Choose between an exchange for a different size in the same style, or store credit valid for 3 years.
• Condition for Return: Purchases must be made from willandbear.com, returned within 30 days, and in brand new condition (unworn, unmarked, with tags).
• Non-Returnable Items: Sunscreen and items marked as final sale.
• Flawed or Faulty: We follow the ACCC's guidelines and will offer you a repair or replacement where we deem an item not right.

At Will & Bear, our policy of offering exchanges instead of refunds is grounded in several key reasons, all focused on maintaining the integrity of our products and our commitment to sustainability and community impact:

1. Specialty Shipping Concerns: Our hats are not just any ordinary items – they're specialty products that require careful handling and shipping. We've worked hard to negotiate the best possible shipping rates with our carriers to ensure your hat arrives in perfect condition, without inflating the cost to you.
2. Risk of Damage During Return Shipping: Unfortunately, hats returned through mail have a higher risk of getting damaged. To minimize this risk and ensure that every customer receives a hat in impeccable condition, we find it more effective to offer exchanges. This way, we maintain the quality and integrity of our products.
3. Expanding Range of Packable Hats: We're constantly evolving and as we introduce more packable hats to our range, we’ll be reviewing our policies. Packable hats are more resilient to the rigors of shipping, which may open up new possibilities for our return and exchange policies.
4. Encouraging Thoughtful Purchases: We believe in mindful consumerism. By encouraging you to make considered and thoughtful purchases, we aim to reduce the environmental impact that comes from the frequent shipping and returning of products. This approach aligns with our commitment to sustainability and reducing our carbon footprint.

We understand that this policy might be different from what you're used to, but we assure you it's crafted with the best intentions – for our products, our planet, and our community. If you have any concerns or need assistance in choosing the right hat, our team is always here to provide expert advice and support. 🌱🎩

Note: We follow the ACCC's guidelines and will offer you a repair or replacement where we deem an item not right.

Absolutely, you can return a gift hat! Here’s how you can breeze through the process:

1. Start Your Return: Just pop over to our Returns portal here. You'll need the order number to kick things off. Find your order on the packing slip that came inside the box or email our friendly customer experience team help@willandbear.com
2. Understand the Conditions: Curious about the nitty-gritty? All the details about our Conditions of Return are just a click away here. Or, if you prefer a human touch, our team at orders@willandbear.com is always ready to lend a hand.

Holiday Gifting Made Easy: We're here to make sure your gift-giving is as stress-free as possible! Every year we extend our returns window around late November - we'll have specific dates for 2024 soon.

Return Options for Promotional Purchases: You can opt for store credit (minus $9.20 return shipping label cost) or an exchange for a different size in the same color and style, subject to availability.

Consideration: Please consider about your purchase carefully during promotional periods as these terms apply and refunds are not offered.

Process: Initiate your return at willandbear.com

Australia: After lodging, you'll receive an email with a prepaid label and packing slip. Include this slip with your return for faster processing. Send your hat back in the original package or a sturdy carton.

International Returns: Customers outside of Australia are responsible for return shipping costs. Initiate your return, select "purchase own label" and then head to your local post office with your hat in the original box or a sturdy box. Feel free to use the most economical method, but we highly recommend getting tracking.

Shipping: Use the provided shipping label for trackable returns or if you're an international customer, please purchase a tracked shipping label.

Processing Time: It takes up to 7 business days to process your return after delivery to our warehouse.

Refunds: Shipping costs are not refundable.

Gift Vouchers and Credit Notes: These are non-refundable and non-redeemable for cash.

Faulty or Incorrect Items: If you receive a flawed item or the wrong product, email orders@willandbear.com with your order number and images.

Price Adjustments: We do not refund the difference if an item goes on sale after purchase.

Stockist Purchases: Will & Bear items purchased from a store on our stockist list must be returned to the same store. If you purchased from our owned store in Currumbin see FAQ below.

Final Sale Items: Products marked 'final sale' cannot be returned, unless faulty.

To return Camp Collaboration items (Camp Collab Camping Table, Camp Collab Camping Chair, Camp Hemp Picnic Rug, Camp Collab Enamel Cup Set of 2, Camp Enamel Set) please email care@wanderingfolk.com with your order number.

To return the Bodhi Carob Bucket Hat purchased from Will & Bear online, please lodge your return HERE. If you purchased Bodhi Carob from Wandering Folk, please email them care@wanderingfolk.com

Best, question, ever! At Will & Bear, our commitment to sustainability isn't just a trendy buzzword; it's woven into the very fabric of what we do. Here's how we stand out:

1. Positive Impact: Written into our Company Constitution is our commitment to people and planet "The purpose of the company is to deliver returns to shareholders whilst having an overall positive impact on society and the environment." This means every decision is base of this statement for as long as the Company exists.
2. Giving Back: For every hat sold, we plant a tree and donate 2% of all sales to our impact partners. This isn't just about offsetting carbon emissions; it's about contributing to ecosystem restoration and biodiversity. Our hats aren't just accessories; they're a promise to the planet.
3. Holding ourselves accountable: We are B Corp certified. Being B Corp certified means we've been assessed as a business with the highest verified standard across social and environmental impact. This is an on-going commitment with on-going assessment by the B Corp team. We think of it as a celebration of where we are and a commitment to continuing to improve.
4. Natural Materials: We're all about harnessing the power of nature. Our hats are made from materials that originate from natural carbon cycles. That means we can move away from polyester and nylon fibres (plastic) in our range. Which is one step closure to moving away from fossil fuels. We currently use 95% all natural materials and working towards making that 100%.
5. Circularity and Soil-to-Soil Mindset: We're nuts about soil health! We've adopted a circular, soil-to-soil approach. Our products are designed to return gracefully to the earth, completing a natural cycle and even giving back. negative footprint.

So, there you have it! At Will & Bear, sustainability isn't an afterthought; it's our guiding principle. We're not just making hats; we're nurturing a healthier planet.

Absolutely! While Alex & Loz love planting trees and have personally planted around 1000 on their property, they don't plant each one personally.

We leave the heavy lifting to experts like our Australian planting partner, Rejuvenation Trees (backed by Carbon Neutral), and our international planting partner, Trees for The Future.

They have the expertise to look after trees at scale, ensuring they grow up healthy and strong. You can trust that your trees are in good hands with them!

Yes! We work closely with our tree planting partners & have third-party documentation to back it up. Its also a big part of our B-Corp assessment to verify these figures.

And for those who might wonder, no, we haven't sold 2 million hats – although we'd love to have done so! The truth is, when we started, everything, including trees, used to be cheaper. But as costs rise everywhere, tree prices aren't immune. Additionally, we've shifted our primary tree partnership to focus on planting trees in Australian soil – yes, native Australian trees. However, these trees aren't as cheap as the ones planted in Africa. Despite this, we're committed to delivering on our promise of planting one tree per hat, and we'll continue to do everything we can to uphold that commitment.

Australia: Planting Indigenous native rejuvenation trees at Kardutjaanup, WA.

Africa: We work with our global impact partner Tress for the Future operating in Senegal, Africa. 

Learn more about our tree planting projects

Ok so here is the deal... 2% of sales actually equates to between 20%-40% of profits depending on the year.

We don't lead with this profit although we would like to as we think it's more impactful.

The truth is, this figure fluctuates depending on thing like how much we have spent growing the company and constantly rising costs. So we figure, 2% of sales is the most stable for our impact partners.

Plastic is everywhere, and when we started, we didn't realize how challenging it would be to make a simple change like eliminating plastic from our packaging, but we did it, and while our solution has its own set of problems, it's all part of the journey, and we're constantly improving.

We still have some plastic in our products, such as cap brims and nylon webbing in our sweatbands.

However, we're always on the lookout for natural alternatives wherever possible. Sometimes, we're restricted by costs or minimum order quantities.

For example, we wanted to take a step in the right direction by replacing our cap brims with recycled wool felt from our hat products. However, when we calculated the costs, it blew the recommended retail price out by 300%, making it one expensive cap.

We didn't think we could pass that cost onto our customers, but we're continuing to explore different angles, including bringing more manufacturing to Australia, so we can have more control and input into the process.