FAQs

The Making

Are Billy Bear pieces really made by hand?

Yes. Every piece is made in our Brisbane studio after your order is placed. There is no factory, no warehouse, and no stock sitting on a shelf. The same hands that made the first Billy Bear bandana in 2020 make every piece today.

How long will my order take?

Please allow up to 10 business days from the date of your order for production and dispatch. If you need something by a specific date, reach out to us at hello@billybearco.com before ordering and we will let you know what is achievable.

What materials do you use?

We select materials based on one question: will this still be right in three years? Our fabrics are chosen for how they wear, how they wash, and how they feel. You can read more about our material choices in The Atelier — The Materials.

Can I request a custom order or size?

In some cases, yes. Please email hello@billybearco.com with the details of what you are looking for and we will let you know if it is possible and what the timeframe would be.

Sizing

How do I choose the right size?

We recommend measuring your dog before ordering. Our full sizing guide is available at billybearco.com/pages/sizing — it includes measurement instructions and a size comparison chart. If you are between sizes or unsure, please reach out before ordering.

What if the size is not right?

Because every piece is made to order, we are unable to accept size exchanges. We strongly recommend checking the sizing guide before placing your order. If you are unsure, email us and we will help you find the right fit before you buy.

Orders & Shipping

How will I know when my order has been dispatched?

You will receive a shipping confirmation email with your Australia Post tracking number as soon as your order leaves the studio. From dispatch, standard delivery typically takes 2–6 business days. Express takes 1–3 business days.

Do you ship internationally?

Yes, on request. Email hello@billybearco.com before placing your order and we will confirm shipping options and costs for your location.

Can I change or cancel my order after placing it?

Because production begins shortly after an order is placed, we cannot guarantee changes or cancellations. Please email hello@billybearco.com as soon as possible if you need to make a change and we will do our best to accommodate.

Returns & Care

Can I return or exchange my order?

We do not accept returns or exchanges for change of mind, as every piece is made specifically to your order. If your item arrives damaged, incorrect, or with a manufacturing fault, please contact us within 7 days and we will resolve it.

How do I care for my Billy Bear piece?

Most Billy Bear pieces can be hand washed in cold water with a gentle detergent. Lay flat to dry and avoid direct heat. Specific care guidance is included with each piece. If you have a question about a particular material, feel free to reach out.

Other

What is The Inner Circle?

The Inner Circle is our mailing list — for those who prefer to know first. Members receive early access to new collections, made-to-order release notifications, and occasional notes from the studio. You can join via the sign-up on our homepage.

I have a question that is not answered here.

Please email hello@billybearco.com or fill out our contact form. We aim to respond within 2 business days.