Frequently Asked Questions

Using your CLOUD NINE product abroad

Products with 100-240V can be used anywhere in the world and all you may need is a power point adapter. Please check the product page or product manual before travelling.

Products with 200-240V can be used in the following countries:
Australia
China
Egypt
Europe
Greenland
Hong Kong
India
Indonesia
Ireland
Malaysia
New Zealand
Peru
Philippines
Russia
Singapore
South Africa
South Korea
Thailand
United Arab Emirates
United Kingdom

Your CLOUD NINE product will live a long and happy life if you keep an eye on how you store it. Try not to tightly wrap the cable around your hair straightener, curling wand or hair dryer. Instead, gently loop it in the carry case. This greatly reduces the chances of wearing the inner wire, which is important because this kind of damage isn’t covered by warranty. You can also protect your Irons from scratches and chips by keeping the plug and plates apart; again this is important because plate damage isn’t covered under warranty.

CLOUD NINE products come with a standard warranty that lasts from the day you buy for one year. You can extend iron and wand warranties to three years if you register your product within 14 days of purchase.

An issue within the warranty period? We’ll replace or repair your product for free. For problems outside of warranty, contact our customer experience team through our help centre for advice on next steps. Please note that if you haven’t registered your iron or wand for extended warranty, we can’t offer free replacements or repairs.

Registering your products activates our three-year warranty. If a problem crops up within that warranty period, we’ll repair or replace the product for free. If a product stops working, or starts beeping, contact our customer experience team via help centre.

Unfortunately not, however if you call our customer experience team via our help centre they will be happy to help.

Unfortunately not.

External damage is not covered under warranty. If you’d like to arrange to replace or repair a CLOUD NINE product, it’s a job for our customer experience team. You can reach them via our help centre.

We don’t cover broken filters in our warranty. Replacements can be found via the CLOUD NINE site, via accessories.

Our Irons have real cult followings so we understand that choosing between them can be difficult. To help make your mind up, here are the main differences:

THE ORIGINAL IRON:
• Seven different temperature settings ranging from 100 to 200°C.
• Multiple temperatures suitable for all hair types. Fine, damaged or delicate hair. Even coarse hair.
• Features on/off switch.

THE TOUCH IRON:
• Two temperature settings - 165 and 195°C, adjustable by clicking together the plates.
• The world’s first automatic iron has no on/off switch. The plates heat instantly and cool when out of use for 30 seconds. For the full lowdown on CLOUD NINE irons and styling advice, check out our BLOG.

Each award-winning Wand does something different. Your hair type will determine what suits you best.

THE CURLING WAND
• Helping to achieve both large and tight curls.
•The Curling Wand also creates soft waves for a healthier, shinier finish.
• Three heat settings - 125°C to 175°C. Select the temperature best suited to your hair type.

THE WAVING WAND
• The Wand of choice for loose waves, subtle textures and relaxed curls.
• A chunky barrel most at ease in longer hair.
• Three heat settings - 100°C to 200°C. Select the temperature best suited to your hair type.

THE TEXTURE WAND
• Perfect for enhancing and defining tighter afro hair or natural curls.
• Works with shorter hair to achieve curling and volume.
• Helps even the straightest hair retain curl and texture.

South Australia, Queensland, New South Wales, Victoria and Tasmania

FREE Express Shipping on all orders over $100 to these states. Orders under $100 will have a $12 charge for Express postage. Standard delivery will take between 2-5 business days, and for Express Postage in most instances this is a next business delivery date service, but this is subject to location of delivery. We work with Australia Post as our preferred courier. At times we may use a different courier service, but we will inform you about this on your order confirmation. Find out more information aboutAustralia Post’s Express Next Day Network

Western Australia and Northern Territory

FREE Standard Shipping on all orders over $100 to these states. Orders under $100 will have a $10 charge for Standard postage. Express postage will be charged at $20 for orders to these states. Standard delivery will take between 2-5 business days, and for Express Postage in most instances this is a next business delivery date service, but this is subject to location of delivery. We work with Australia Post as our preferred courier. At times we may use a different courier service, but we will inform you about this on your order confirmation. Find out more information about Australia Post’s Express Next Day Network

We do. Students can look good between lectures with our 10% discount. Redeem the offer by verifying your student status with UNIDAYS.

Discount codes are entered into the CLOUD NINE shopping page. It’s one discount code per transaction, and there’s a minimum spend. Discount codes cannot be used in conjunction with other promotional offers or gift vouchers, cannot be exchanged for monetary value either and cannot be applied retrospectively.

Our Customer Experience Team can help. You can head over to our Returns page. Provide your product’s serial number and proof of purchase and we’ll soon get you back to looking your best self.

Proof of purchase proves a warranty is still valid, and within warranty any CLOUD NINE product is eligible for free replacement or repair. Although product serial numbers provide manufacture dates if a product is purchased via third party, these might not match date of purchase, which is what your warranty depends on. Please keep your receipt and warranty information safe!

Of course. If you return a product within 45 days of purchase, you’ll receive a full refund. We ask that you cover postage costs and request proof of postage, and we also need the product returned in saleable condition. We can’t accept a returned product if it was purchased over 45 days ago, or if it’s in poor condition, and if you received a gift with your purchase, that would need to be returned for a full refund. Finally, personalised products are unfortunately ineligible for return unless faulty.

Do not ignore a beep! It’s a safety precaution that suggests a product fault. If your CLOUD NINE product produces a warning sign, please stop using it and head over to our Returns page.

If you return a product for repair or replacement, we politely ask that you only send us the faulty item. Please keep hold of any of the accessories or extra products that it came with. Unfortunately, due to the very high volume of orders processed in our warehouse, any accessories that we receive will be recycled.

If you would like to get in touch to discuss the progress of your product’s return or replacement, please contact our Customer Experience Team. Please include your proof of postage details so that we can track your item.

Wherever possible we aim to replace items on a like-for-like basis. However, in some situations (say, if your product was a limited edition) we may no longer have the item in stock. In this instance it might be that your replacement is a different coloured product or style, but we’ll keep you posted every step of the way.

If it was at fault, yes. Your new product will be covered under the original product’s warranty.