FAQ
how can we help you?

If you prefer to speak to one of our team, feel free to call us on +44 (0)20 3642 5561

General

If I live outside the UK, can I still buy a w'air?

Although our website is only able to take and deliver orders within the UK, our EU customers can now order via Amazon in Germany, France, Italy, Netherlands & Spain.

For other countries, please contact us for further details.

Where can I find full details of the main troubleshooting areas?

Both the printed and online user guide (see 'Instructions' tab) contain a detailed summary in section 10 of some of the problem areas you may occasionally encounter while using your w'air device.  

Why am I not receiving my 'create account' confirmation email?

In some cases, emails from an 'unknown' sender can end up in a spam or junk email folder. Unfortunately there's nothing we can do about that. If you have logged in / created an account but not received your confirmation email, please check you spam or junk email. Once confirmed, your w'air emails and other notifications should then come into your normal inbox.

Using w'air for the very first time?

When using your device for the very first time, it can take around 20-25 seconds for the water to travel from the water tank to the end of the nozzle when holding down the blue button. This is perfectly normal. If water is still not coming out, check your w’air is switched on, the power cord is connected properly and that the water tank is full and correctly attached.

IMPORTANT NOTE - when removing stains, avoid blocking the nozzle tip to ensure water and air can flow out freely.

Why can't I use my own detergent in the w'air device?

Our range of pre-treatments and detergents has been specially tested and formulated to give the best possible results from your w'air. Using other products may damage the device and could invalidate your warranty.

Do I use hot or cold water?

Unlike steamers, w'air does not require heat to give great results. The w'air device and its specially formulated detergents have been designed to work with cold water. Do not use warm or hot water in your device as it may damage it and invalidate your warranty. 

What's the difference between a clothes steamer and a w'air device?

 

How often should I clean or descale my w'air?

We recommend that you clean the nozzle with warm water after each time you use the device. The use of descaler depends on how often you use the device and also on the water quality in your area. We suggest that you use w'air descaler approximately every few months by filling the water tank with water, gently mixing in a sachet of descaler and then holding down the blue button for around 10 minutes until the entire water tank has been used up.

What are the ingredients in the w'air detergents and pre-treatments?

As our formulations are proprietary, we cannot elaborate on the exact composition of our detergents and pre-treatments, however our labelling does state the ingredients as follows:

Everyw'air Detergent Concentrate (Lavender Breeze)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Linalool, Alpha-Isomethyl Ionone, Biocide Preservative.

Everyw'air Detergent Concentrate (Spring Sunrise)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Alpha-Isomethyl Ionone, Benzyl Salicylate, Citronellol, Biocide Preservative.

Everyw'air Detergent Concentrate (Citrus Burst)
Anionic surfactants (5% or over but less than 15%), Non-ionic surfactant (Less than 5%), Perfumes, Linalool, Alpha-Isomethyl Ionone, Linalool, Limonene, Biocide Preservative.

Prep’air Pre-treatment 1
Anionic surfactants (5% or over but less than 15%), Oxygen-based bleaching agents (Hydrogen peroxide) (5% or over but less than 15%)

Prep’air Pre-treatment 2
Anionic surfactants (15% or over but less than 30%), Cationic surfactant (less than 5%) Enzymes, Biocide Preservative, A mixture of: 5-CHLORO-2-METHYL-2H-ISOTHIAZOL-3-ONE and 2-METHYL-2H-ISOTHIAZOL-3-ONE

w'air Descaler
Citric acid, anhydrous powder

Free 60-Day Trial

How does the 60-day trial work?

 We're confident you’ll love using your w’air but just in case, we’re offering all new users 60 days to try it out around the home.

  1. Simply make an order online via www.justwairit.com. Your trial starts once your w’air device has been safely delivered.
  2. Enjoy using it to refresh fabrics, deep clean delicates or to remove stains from clothes, trainers, sofas, cushions, carpets and so much more.
  3. Within a matter of weeks, you’ll be telling all your friends and wondering how you ever lived without it, But, if for any reason it’s not quite right for you, just contact us via info@justwairit.com and we’ll arrange a pick up and a full refund.  

Do I need to keep the packaging?

Yes please. Until you’re completely satisfied, we’d prefer you to keep the packaging to protect the device in case it needs to be returned. If you do decide to return it, please also ensure to empty the water tank beforehand. By way of a gesture, we’d be happy for you to keep your Starter Kit – otherwise include that in the outer box when returning your w’air.

How do payments and refunds work?

Our trial is like our w’air device: simple. When you order, you can pay online via any of the available methods. In the unlikely event that you choose to return your device, you’ll be fully refunded.

Refunds are processed via the original payment method once the device is back with us. This generally takes 3-5 business days. 

Does the w'air have to stay 'as new'?

You can't trial our device properly if it's still in the box, so we encourage you to put it through its paces on clothes and other fabrics around your home.

If you're one of the few who decides to send it back, we might ask for a reason and a description of the condition of the device. This won’t affect your trial in any way - it just helps us better understand how we’re doing.

Am I using a device that someone else has returned?

No. Every w’air is fresh out of the box for the first time. Returned devices are recycled, refurbished or donated.

What if I didn't order from justwairit.com?

If you bought your w’air from one of our retail partners, you still get 60 days to try it out but you’ll just need to contact them if you are considering a return, rather than us. But if you do come to us first, don’t worry - our lovely customer service team will be happy to help.

Orders / Shipping

What forms of payment do you accept?

All major credit and debit cards including Visa, Mastercard and American Express.

PayPal credit and debit.

Google Pay and Apple Pay.

Where do you ship to?

Currently we are only able to ship within the UK. Customers based in the EU can order via our Amazon EU stores across key European countries.

For other countries worldwide, please contact us for further details.

What does shipping cost?

For orders over £15, postage and packing to the UK and Northern Ireland is free. For orders under £15, there is a £3.95 postage and package cost that is added automatically to your order.

How long does shipping take?

Shipping / Delivery to mainland UK normally takes 1-3 working days. Shipping to Highlands and Islands usually takes 3-5 working days.

Can I track my order?

Yes, once you place your order you will be sent an email confirmation. Once your order is shipped you will be sent the tracking details so you can follow your order through to delivery.

Warranty / Returns

How do I register my warranty?

Firstly, you will need to download the w'air app to your smartphone by scanning the QR code on the side of the box or in the User Guide. There, in addition to hints & tips, you can save your receipt and register your 2-year warranty thanks to our partners, ZenOwn.

If you would prefer to register your warranty manually, please contact our Customer Services team by emailing info@justwairit.com 

How long is the warranty on the device?

The warranty period is 24 months from date of purchase.

w’air is designed and manufactured to the highest standards to give continual high performance. Should you encounter any problems using your w’air device we recommend that you first consult the ‘Instructions’ tab of our website where you’ll find local language user guides.

In the unlikely event that your w’air is not working properly and we are informed of the problem within the warranty period, we will repair or replace your device free of charge, providing that your product has been used in the correct and intended way.

What is NOT covered by the warranty?

In some instances the warranty shall not be valid. These include:

  • Damage or faults caused by misuse, neglect or careless use of the device.
  • The device has been used not in accordance with the user guide or not for the purpose it was intended.
  • The correct maintenance has not been carried out on the device when required e.g. regular use of w’air descaling crystals.
  • The proof-of-purchase has been altered in any way or is made illegible.
  • The product was purchased from an unauthorised user or dealer or purchased as faulty stock.
  • The device has been repaired or modified by a non-authorised person.
  • Accidental damage due to the unit having been dropped, for example.
  • Not using the correct w’air products (detergents, pre-treatments, descaler) in the device.
  • Damage from external sources including, but not limited to, fire, transit, abnormal voltage, animal damage and natural disasters.

What are the terms and conditions of the warranty?

The warranty period starts on the date of purchase and is valid for 24 months. Please retain your proof of purchase as part of your warranty. Whilst we will always aim to help, w’air reserves the right - in exceptional circumstances - to refuse the warranty if proof of purchase cannot be provided.

If we are unable to repair your device a replacement will be offered. w’air will replace your product with a new or refurbished product. After a repair or replacement, the warranty period will continue from the date of the original purchase.

This warranty does not affect your statutory rights.

What is your return policy?

100% Satisfaction Guarantee.

We want you to be 100% satisfied with your w'air product. If for any reason this is not the case, you have 60 days to return your product and we will offer you a money back guarantee.  Find out more here.

For any other reasons (unopened, change of mind), please return the item within 60 days of purchase in its original packaging.

How to I return an item?

Simply request a Returns Form by emailing returns@justwairit.com stating your Order Number and date of purchase.

Wholesale

Do you sell to wholesalers?

We are always looking for new partners to work with. Please contact us at info@justwairit.com for further details if you are interested in working with us.

 

Recycling / Environment

Our approach

w’air is compliant with the WEEE Directive 2012/19/EU (Waste from Electrical and Electronic Equipment). This Directive makes producers responsible for the environmental impact of the products they create and distribute, especially when it comes to waste. As a result, we have a system in place that allows you to send your old w’air device back to us so that it can be disposed of correctly, refurbished or passed on to a charitable cause. 

If your w’air device no longer works, simply contact our Customer Care team by emailing returns@justwairit.com stating your order number and date of purchase and we will arrange a collection. 

Please do not throw your old w’air device into your normal rubbish bin. It’s important that all electrical products (including those marked with the ‘crossed out wheelie bin’ symbol) are disposed of in an environmentally friendly way. If you do not recycle electrical equipment, it will end up in landfill where hazardous substances can leak out and cause soil and water contamination – harming both wildlife and human health.