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.

Adjustable Fitting

Some of our hats have an adjustable strap designed for the perfect fit. Check the products size chart to see if you hat comes with one.

Shipping and delivery

COVID (UPDATED)

Please note: Due to new COVID-19 restrictions across Sydney’s Northern Beaches parcel deliveries in these areas may be delayed. The rest of Australia will be delivering as normal.

Our current handling times are currently at our standard 1-2 business days.

We are only shipping to the below countries due to freight disruptions.

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

 

* Delivery times are on top of the standard delivery times and don't include customs handling times

** International is Express Post only.

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

     

    Standard Delivery - Australia 

    Shipping will be via  Australia post. Once your order has been placed, our standard handling time is 1-2 days  before your item is dispatched. Please take note this is subject to change during peak season. Express Post and Standard Delivery are subject to the same 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 Auspost 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.

    Christmas returns & exchanges

    60 Day returns policy

    We know it’s tough buying for someone else. So we have an extended period for exchanges & returns over Chrissy. Anything purchase from 1st Nov until Christmas has a 60 days return policy. 

    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 to 3-4 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, allow 7-10 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

    Materials & Factories

    Our Mission

    From the Earth, for the Earth.

    Our mission is to reduce our impact through thoughtful designs, give back to our planet and create a culture that cares for the environment, to inspire all to preserve it.

    Materials & Fibres

    We are committed to producing high quality headwear that lasts a lifetime. Using natural, biodegradable or recycled fibres . Excluding some trims, but we're working on that :)

    Our felt hats & beanies are made from Australian Wool and other main materials are natural fibres such as organic cotton, organic hemp, TENCEL &  recycled cotton.

    Our trims and labels are made mostly from natural cotton with some exceptions where we are unable to find a suitable substitute for PET. But we’re constantly working towards replacing this fibre.

    People & Factories

    Will and Bear conducts all business and product development with social welfare and environmental sustainability at the forefront of mind. We are constantly sourcing innovative people, processes and policies to ensure beautiful and functional products while protecting the environment for future generations.

    We have built long-term relationships with our suppliers and believe that the trust and mutual respect shared has resulted in exponential growth of passion, strength and success for all parties.

    We are committed to providing an inclusive workplace culture both within our own team and throughout our supply chain. We expect all of our suppliers to share our commitment to the welfare of workers by providing respectful, fair and safe working conditions.

    We are working with suppliers that are BSCI and/or SA8000 certified manufacturing facilities, each of these suppliers is required to sign our Will & Bear Code Of Conduct.

    We currently work with factories in Inner Mongolia and China.

    Giving Partners

    Trees For The Future

    Since the brand's inception in 2016, we have committed to planting 10 trees for every hat sold. Today, thanks to our community, we have now planted over 200 acres of Forest Gardens in Senegal, Africa. Why? Because we want to invest in a healthy environment for our future generations.

    See more: Trees Page

    Australian Projects

    We are also passionate about supporting our domestic farming and manufacturing and industries. We have several exciting projects underway at home here in Australia, we look forward to sharing these projects with you in 2021

    Hat Care

    How To Care For Your Hat

    A simple guide to keeping your favourite hats in shape, ready for the next adventure.

    Okay, call us the crazy hat couple but this is one thing we can’t stress enough; hat care! Just like your favourite linen shirt or an expensive dress, it needs to be cleaned and stored properly so you can enjoy it for years to come. There’s nothing worse than pulling out your favourite hat for that special occasion only to find it out of shape, stained and in need of some fixing!. By taking these few simple steps on how to care for your hat and crafting your own routine, you’ll have a crisp fresh hat ready for the next adventure!

    Imperfections & Changes

    Every hat we sell is handmade, so there may be some imperfections in the materials and colour differences, we like to call this the hats character :)  Wool fades over time, so don’t be alarmed if your hat changes colour slightly as it ages, it’s unavoidable when natural fibres are in sun & light over time.

    Storing your 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 floor or backseat is not where your hat wants to be.

    1. First things first, avoid resting your hat on its brim on uneven surfaces. This will mould 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.

    Cleaning your hat

    When your hat begins to look a little lifeless it’s probably because there’s a build up of dust, dirt or stains hanging out on your hat!

    1. If you don’t have a hat-cleaning brush, use a clean, soft brush to gently brush the hat in small, counter-clockwise motions to loosen any dirt present!
    2. For dust, use a slightly damp cloth to gently wipe away any dust build up on your hat.
    3. Pet hair can be a nuisance when it comes to, well, everything but there is hope! By simply wrapping sticky tape around your fingers with the sticky part facing outward, gently press and pull out any unwanted pet hairs from your hat!
    4. For stains, take a makeup sponge or gum eraser and gently work out the stain or smudge.  If the stain persists, use a hat cleaner like Scout Hat Cleaner and follow instructions. For grease or oil stains, rub cornstarch on the area and work in with fingertips, brushing off the excess when finished.

    *** DO NOT PUT YOUR HAT IN THE WASHING MACHINE.

    Reshape your 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.

    Everyday tips

    To prolong the life of your hat and avoid constant cleaning and reshaping there are a few simple things you can do for your hat every day to keep it looking fresh.

    1. Never leave your hat in a hot car or be exposed in the sunlight when not wearing. Heat and sunlight will fade, shrink and dry out your hat.
    2. Flip down the inner sweatband at the end of each wear to allow the perspiration and oils to evaporate and dry out instead of soaking into the material of the hat.
    3. Always let a wet hat dry naturally. If you get stuck in the rain or accidentally left it outside overnight, avoid drying it with artificial heat as it can shrink the hat.
    4. Handle your hat by the brim, not the crown. Yes we know, a sad day for everyone when they realise the suave, chivalrous act of grasping the top of a hat and lifting it off your head isn’t all that good for it.

    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.