FAQ'S
Consultations FAQ
What is included in a Healthy Home Consultation?
Each session is a virtual consultation designed to help you create a healthier, more sustainable home. Deliverables vary depending on the package you choose:
- Foundations: A focused forty-five minute consultation with an email follow-up for any questions or clarification.
- Healthy Home Blueprint: A comprehensive one-hour consultation with a personalized written report delivered within two weeks and a fifteen-minute follow-up Zoom call.
- Pathways: Three one-hour consultations, a detailed written report, light email support, and a final summary with a personalized roadmap. The Pathways package must be used within 6 months of the initial consultation.
Who is this consultation for?
These sessions are for anyone looking to create a healthier home, from reducing toxins and improving air quality to making better material choices, planning renovations, or developing a whole-home strategy.
How much can I accomplish in one session?
In a 45 minute to 1 hour consultation, we can typically cover two to three specific areas of concern in a meaningful and actionable way.
Will my materials be reviewed before our consultation?
Yes. Questionnaires and any photos, notes, or floor plans you provide are reviewed in advance to ensure your consultation is tailored to your needs.
How do I prepare for my consultation?
Complete the pre-consultation questionnaire, ensure you have Zoom installed, and join from a quiet space with a stable internet connection. A laptop or desktop is recommended, though a phone or tablet can be used for a virtual walkthrough.
Can I cancel or reschedule my session?
Yes. You may cancel or reschedule up to 48 hours in advance for a full refund. Cancellations within 48 hours are non-refundable.
Can international clients use this service?
Yes. Consultations are available worldwide. While the tenets and principles of a healthy home are universal, building codes, methodologies, and product availability differ by region, and we are not able to provide full guidance in those areas. What we can offer is thoughtful guidance and adaptable strategies to support you in making the healthiest choices possible, no matter where you call home.
Can I gift a consultation?
Yes. Gift consultations are available and must be redeemed within 12 months of purchase.
General FAQ
Order Tracking
You will receive an email confirmation with a tracking number once your order is shipped. Use this tracking number to monitor your delivery. Note that WLLW is not responsible for stolen or unretrieved packages if the tracking status shows "delivered."
Changing or cancelling an order once placed
Order preparation begins promptly after you place your order, so changes or cancellations including address modifications cannot be guaranteed. To explore the possibilities, please contact us at care@wllw.eco as soon as possible.
Stock and On Order Items
In the event of an item being out of stock or on order, WLLW will reach out directly with more information on restock updates or on placing a special order for the item.
Shipping outside the US
WLLW currently ships within the U.S. We do not ship to PO Boxes, APO/FPO addresses, or US Territories.
Forms of Payment
We accept Visa, MasterCard, Amex, Shop Pay, Apple Pay, Google Pay and Paypal.
Gift Wrapping
We currently offer limited gift wrapping.
Product or Brand Questions
For questions about specific products or brands, please contact us at care@wllw.eco. We are happy to provide additional information and assist with any inquiries.
Using the Newsletter Promo Code
The promo code you received can be used on your first order only. It cannot be combined with other offers, promotions, or already marked-down merchandise. Please note that the code has no cash value and cannot be applied to previous purchases or gift cards.
If you have further questions or need assistance, please contact us at care@wllw.eco
Shipping
Free standard shipping is available on all orders over $300 within the 48 contiguous states and Washington DC. Standard Shipping takes 3 to 7 business days.
Free Shipping Exemptions
Orders shipping to Hawaii and Alaska are exempt from free shipping promotions.
Shipping Policy
We deliver to the 48 contiguous states and Washington DC at this time. We do not ship to PO Boxes, APO/FPO addresses, or US Territories.
All orders shipping are processed within 3 days for in-stock items, and are shipped out Monday through Friday. Once your order has shipped, a confirmation email with tracking information is sent to the email address provided at checkout. Orders placed on Friday will ship the following Monday.
WLLW offers standard shipping as well as two day and overnight shipping options.
Consolidated Shipping
We will consolidate all of your items into one shipment. In some cases your order may arrive in multiple shipments (i.e. in the case of items with lead times or on backorder).
Estimated Shipping Times
- Standard Ground Shipping: Arrives in 3-7 business days.
- Air Delivery Shipping: Arrives next day to 3 business days. Note: Some items are not eligible for air delivery and we try, where and when possible, to prioritize ground shipping versus air shipping.
Signature Required
If you opt out of Signature Required at checkout, you assume the responsibility for your delivery. If your tracking details show your package as delivered, but you have not received it, you will need to follow up directly with the shipping carrier. Without a signature, we have no way of locating packages claimed missing after being marked as delivered. By opting out of Signature Required, you acknowledge that WLLW is not responsible for lost or stolen packages.
Missing Packages
If your package shows as delivered but you have not received it, please first check with your neighbors and other household members. Sometimes packages can be mistakenly delivered to a nearby address. If you still cannot locate the package, please contact the carrier directly with your tracking number for further assistance. If you have further questions or need assistance, please contact us at care@wllw.eco.
Lost and Stolen Packages Policy
WLLW is not responsible for packages that are lost or stolen once they are marked as delivered by the carrier. We advise you to monitor your shipment closely using the tracking number provided.
Damaged Orders
Damaged orders must be documented with photographs sent to care@wllw.eco within 7 days of delivery. Do not throw away the box or the damaged goods. Missing or lost orders must be notified to care@wllw.eco within 7 days of expected delivery date. Shipping carriers require visual proof of how the item was delivered and how and where it was damaged so please do keep all the packing materials and box until advised by the WLLW Care team.
RETURNS AND EXCHANGES
Return Policy
You can return eligible items within 14 days of receiving an order for a full refund or within 30 days of delivery for store credit, with the exception of fine art, made to order or customized items which are final sale and non-returnable. All items must be unused, with tags attached and in their original packaging and condition.
Initiating a Return
Contact us at care@wllw.eco with your order number, item(s) to return, and reason for return. You will receive a Return Authorization (RA) number and return instructions.
Return Shipping Fees
Return shipping costs are the responsibility of the customer, except for damaged or incorrect items. We recommend using a traceable shipping method for returns. WLLW does not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to WLLW.
We advise sending returned packages with a reliable carrier and tracking to:
WLLW & Co. Inc.
500 Post Road East 2nd Floor
Westport, CT 06880
Attn: Returns
Special Order/Made to Order Items
Special orders placed for merchandise listed on our site as Special Order/Made to Order are not cancelable once the order has been placed and such items cannot be refunded.
All special order items will ship as we receive them, therefore, items ordered together may not be shipped together. In the event of an item being out of stock or on order, WLLW will reach out directly with more information.
Refunds
Refunds will be processed to your original form of payment within 14 days of receipt of the returned items. Please note that shipping charges are non-refundable. Once items are received by WLLW, refunds are credited to the original form of payment or issued as store credit. Store credit does not expire
Exchanges
No, we do not offer exchanges. To receive a different product, please return the original item and place a new order.
GIFT CARDS
Purchasing a WLLW Gift Card
You can purchase a WLLW gift card in various denominations directly from our website. Simply select the gift card option, choose the amount, and proceed to checkout.
Receiving a Gift Card
Gift cards are delivered digitally via email. You will receive an email containing the gift card code and instructions. Additionally, you have the option to send the gift card directly to the recipient of your choice digitally.
Please contact our customer service team at care@wllw.eco if you did not receive an email with the gift card.
Gift Card Expiration
WLLW gift cards do not have an expiration date. They can be used at any time, provided the balance is available.
Gift Card Balances
If you don't use the full amount of your gift card in one transaction, the remaining balance will be saved on the card and can be applied to future purchases.
Gift Card Refunds
Yes, gift cards can be refunded to the original payment method. Additionally, if your gift card has been used and you return a purchase, the refunded amount can be credited back to the gift card balance. If you have any further questions or need assistance, please contact our customer service team at care@wllw.eco.