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 we 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 and storing with the Heat Guard on; again, this is important because plate damage is not covered under warranty.

For information on how to clean your CLOUD NINE Iron, please visit out helpful blog here:

https://www.cloudninehair.com/blogs/hair/how-to-clean-your-hair-straightener

Products purchased directly from
cloudninehair.com are automatically registered for the extended warranty.

Products purchased from our retail partners need to be registered within 14 days of purchase with a valid proof of purchase.

Registering your product with a valid proof of purchase activates the extended warranty. If a problem occurs within the warranty period, we will repair or replace the product free of charge.

Please note that if you have not registered your product with us, we are unable to provide a free repair or replacement service.

If you experience a problem with your product and are unsure if it is covered by the warranty, please access our help centre.

Unfortunately, the extended warranty does not cover accidental damage such as damage to the plates and wire. For out of warranty options, please visit our help centre.

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:
• 11 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.
• Takes 20 seconds to reach maximum temperature.
• Hibernates after 30 minutes of inactivity.

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, reaching maximum temperature in less than 20 seconds.
• Hibernates after 30 seconds of inactivity.

https://www.cloudninehair.com/pages/help-me-choose

https://www.cloudninehair.com/pages/temperature-calculator

Mainland UK Next-Day Delivery is £2.95 on all orders. All Next Business Day Deliveryorders must be placed before 8.00pm, Monday - Friday, excluding English Bank Holidays. Orders placed before 8.00pm on Friday will be delivered on Saturday, orders placed after 8.00pm on Friday, throughout the weekend and until 8.00pm on Monday will be delivered on Tuesday. Delivery restrictions may apply for Scottish Highlands, Channel Islands and Northern
Ireland.*

Standard Delivery is free on all orders over £60 and orders typically arrive within 2-3 working days.

Yes, we offer a 15% NHS/BLC discount on full priced products. To get this discount, please reach out to our Customer Experience Team via our help center.

For Student Discount, please refer to UniDays. Please note that discounts cannot be used on top of the sale.

Discount codes can be used at check out on our website. Only one discount code is valid per transaction. Discounts cannot be used in conjunction with other promotional offers.

Please see the Terms and Conditions of each offer for further information.

If your product is within the extended warranty period, please head to our Returns Page for further information.

If your product is out of warranty, please contact our Customer Experience Team via our help centre for out of warranty advice.

Registering your product with valid proof of purchase activates the extended warranty. If a problem occurs within the warranty period, we will repair or replace the product free of charge.

Please note that if you have not registered your product with a valid proof of purchase, we are unable to provide a free repair or replacement service.

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 in a saleable condition, you will receive a full refund. We ask that you cover postage costs and retain your proof of postage. We cannot accept a returned product if it was purchased over 45 days ago, or if it’s in poor condition.

Any free gifts received with your purchase
need to be returned for a full refund.

Personalised products are unfortunately
ineligible for return unless faulty.

To arrange a return under our 45-day returns policy, please call us on 01423 223327 to speak to a member of our Customer Experience Team who will be able to assist you.

Our phone lines operate Monday to Thursdays from 9am-5pm or 9am-4pm on Fridays.

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 under a warranty claim, we politely ask that you only send us the faulty item. Please keep hold of any of the accessories such as the Product Box, Styling Case and Heat Guard. Unfortunately, due to the high volume of orders processed in our warehouse, any accessories that we receive will be recycled.

Our returns team will be in touch to let
you know when they receive your return.

Refunds can take up to 14 working days from the date we receive your product into our returns department whilst the relevant checks take place. Please note this does not include weekends or bank holidays. As soon as your return has been processed, our payments team will send an email to you which will confirm that your refund has been processed. 

Our returns team will be in touch to let
you know when they receive your product.

Please note that warranty claims can take 7 to 10 working days from the date received to be reviewed and completed. As soon as we have an update for you, our returns department will send an email to you shortly followed by DPD tracking information when your repaired or replacement product is on its way to you.

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.

In the case of product replacement, the Warranty period remains in line with the Original Purchase date. There is no extended warranty period on a replacement product.