Contact us

Customer Support

If you've bought a hat and its not your size or you need help, or if you want to know more about the brand, send our support team a message. They are a friendly bunch!

orders@willandbear.com

Sales

If you're a retailer who would like to stock Will & Bear, please email our sales team with the following information: Store Name, Address, Website, Photos of Your Shop, 3 other brands you currently carry:

orders@willandbear.com

Address

7 Eucalyptus Place, Eastern Creek 2766

Please note: Exchanges cannot be accepted at this address. If you wish to lodge an exchange request please contact our support staff.

What's my size?

Sizing Charts

Each product has a sizing chart assigned to it. Please refer to the size chart on each product page before making your purchase.

If you are unsure or in-between sizes we recommend sizing upand adding some hat fillers for the perfect fit. 

What’s my size?

The best way to determine what your size is to measure the circumference of your head where you want to wear it. Please refer to the sizing chart on the product page before you measure.

Measuring our head

Measure the circumference of your head approximately 2.5cm (1′) below the hairline to the back of the head.

If you are unsure or in between sizes we recommend sizing up and adding some hat fillers for the perfect fit.

Shipping and delivery

COVID-19 UPDATED

We are currently only shipping to the below countries due to freight disruptions. Our handling time have not changes, however our freight has been impacted.

Please be aware your delivery may be delayed, see estimated extra delivery delays below:

 

* Delivery times are on top of the standard delivery times

** Express post only.

Other countries: We are unable to deliver at this stage. Please stay tuned, we will update as soon as we can

Within Australia 

Shipping will be via  Australia post. Please allow 1-2 days handling time for your item once your order has been placed. Please note Express Post orders are subject to standard handling times. 

Standard Delivery,  after dispatch you should receive your delivery within 2-5 working days.

Express Delivery, after dispatch you should receive your delivery within 1-2 working days to locations inside Austpost express delivery areas.

Orders will be safe dropped if there is a safe place to leave the goods. 

Please note we cannot always guarantee these timeframes and the timing may be exceeded during peak/busy times and to rural areas, we thank-you for your patience.

Need a delivery time estimate? Go to Auspost Delivery Estimate. Use 2766 as the sender's postcode.

International Orders  

We ship worldwide and to all international destinations. All orders are sent Express and should arrive in most countries 5-7 days. International delivery times can vary between depending on your location.  See delivery timeframes below for popular locations.

United States/Canada:  Express 3-5 working days after dispatch. 

New Zealand:  Express 3-5 working days after dispatch

United Kingdom:  Express 3-5 working days after dispatch

Please note these times do not take into account any hold ups in customs, which may sometimes occur.

Need a delivery time estimate? Go to Auspost Delivery Estimate.  Use 2766 as the sender's postcode.

Tax and Duties, Please note international orders may occur tax and duties by customs in the country where the order is delivered. We suggest contacting your local customs department to confirm before purchases as any duty and tax incurred in the country of the destination are the responsibility of the customer.

Returns & exchanges

We want you to love your Will & Bear hat. So if you receive your item and its either faulty, damaged,not the right size orthe style doesn’t suit. We offer exchanges for store credit or return for a refund to help you get the perfect hat.

How does it work

Option 1: Return for store credit (Free)

You send the product back to us, we check it's in original condition and then issue the credit note for the product purchase price. You can put that towards the perfect hat. 

Australia

We will cover the return shipping cost. We will email a pre-paid shipping label to fix to your parcel and return to your closest post office.

International

Return postage is the responsibility of the customer. We will refund the original shipping cost on your credit note. If you placed your order through PAYPAL, you might be eligible to get a refund through PAYPAL for the return shipping costs via this link:  PayPal Returns Refund

Option 2: Return for refund

You send the product back to us, we check its in the original condition and issue the refund. 

Australia

We will email a pre-paid shipping label to fix to your parcel and return to your closest post office. We will refund the product purchase price and retain $10 from your refund to cover return costs.

International

Return postage is the responsibility of the customer. If you placed your order through PAYPAL you might be eligible to get a refund through PAYPAL for the return shipping costs via this link  PayPal Returns Refund  We will refund the product purchase price.

Terms of return & exchanges

  1. The product must be unworn with original tags on
  2. Returned in original packaging
  3. Return must be within 30 days of the purchase date

Lodging a return

We manage our returns our  online portal. To complete the return form, you will need: 

  • Order number
  • The email address used at time of order
  •  

    Please note: returns can only be accepted 30days from purchase date.

    Common questions

    It’s not my size?

    Sometimes if you are in-between sizes the hat can feel a little uncomfortable the first time you try your hat on. Don’t be disheartened there are a some simple things you can do to help.

    If your hat is a little tight - Unlike traditional hats (with leather sweatbands) our hats have cotton sweatbands which will give a little over time. If you have chosen a style that’s a little stiff you can either massage the wool where you need to loosen it up or apply steam to make the wool malleable.

    If it’s a little loose -Before your send, it back we suggest trying some  hat fillers which will reduce the size by a ½. You can test at home before you buy by putting 10cm strips of folded cardboard behind the sweatband where it feels the loosest.

    What if my item is damaged or defective?

    If in the unlikely event your order is damaged in transit or faulty you are eligible for a full refund to your original payment method. To resolve as quickly as possible, please provide a photo for review. 

    What if I received the wrong item?

    Sometimes we make some mistakes, and we endeavour to make it right. Please provide a photo of the mix up to help us resolve it as quick as possible.

    Can I return used items? 

    All returning goods must be in original condition, be unworn & with original tags. Otherwise, we will reject the return upon inspecting.

    Can I return sale items?

    Please note we do not accept any returns for change of mind on style or size exchanges on sale items.

    How long will it take to receive my refund? 

    Once we have confirmed your request, it may take up to1-2 business days for our customer service team to process your return. You will then receive an email from our team with instructions on next steps.Please wait for this email before sending your item back.

    Once we have received the returned item, allow5-7 business days for your return to be processed by our warehouse staff. Once approved we will email you a confirmation of refund/store credit.

    If you have any further questions, please email us below.  orders@willandbear.com

    Terms & Conditions

    Currency and Pricing

    All transactions are processed in Australian Dollars (AUD).

    Copyright

    The contents of our website and the site as a whole are intended solely for personal, noncommercial (other than for the purchase of merchandise from our Site) use by its users.

    You may download or copy the contents and other downloadable materials displayed on willandbear.com for your personal use only. No right, title or interest in any downloaded materials is transferred to you as a result of any such downloading or copying.

    You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works of, sell or participate in any sale of or exploit in any way, in whole or in part, any of the contents of this site.

    Security

    When purchasing from Will & Bear your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us via email at hello@willandbear.com.