FREQUENTLY ASKED QUESTIONS

Let us help you to get on CLOUD NINE

PLUGS AND INTERNATIONAL USE

If you want to use a CLOUD NINE product internationally, all you have to do is use a AU to EU or UK adaptor. Please note that our products operate at standard Australian voltage (220v – 240v), which means that in countries that use different voltage levels, performance can be affected. To avoid disappointment, we recommend checking your destination’s voltage before you make your trip!

TAKING CARE OF YOUR PRODUCT

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 Irons, Wands or Airshots. 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.

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 by 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 Care Team 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 Care Team via au-info@cloudninehair.com. Your product will be automatically registered if you buy from us directly.
Unfortunately not, this would be counted as accidental damage and therefore not covered under the warranty.
Unfortunately not, this would be counted as accidental damage and therefore not covered under the warranty.
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 Care Team. You can reach them at au-info@cloudninehair.com
We don’t cover broken filters in our warranty. Replacements can be found via the CLOUD NINE site.
We cannot recommend any unofficial repair services. Unofficial services can be dangerous or do further damage to your product that will not be covered under CLOUD NINE warranty. If your product happens to have a problem outside of warranty, all you have to do is get in touch with our Customer Care Team here and they’ll advise you.

WHICH PRODUCT IS BEST FOR ME?

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.
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 - 120 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 to 200°C. Select the temperature best suited to your hair type.

DELIVERY

For all orders of $100 and placed before 11am AEST Monday to Thursday, we offer same day dispatch and an upgrade to free express shipping. Majority of the time this arrives within the next working day, we use Australia Post for this service.

DISCOUNTS AND OFFERS

‘Free gift with purchase’ promotions are only redeemable during specified dates – each promotion’s T&Cs detail these; you can find them on the CLOUD NINE site. Promotions always depend on a minimum spend or the purchase of specific products, and products are only available while stocks last. Free gifts are not redeemable for cash amounts and should be included in the parcel if you’d like to return in exchange for full refund.

RETURNS AND FAULTY PRODUCTS

Our Customer Care Team can help. You can head over to our Returns page here. 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.
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 here.
If you would like to get in touch to discuss the progress of your product’s return or replacement, please get in touch with our Customer Care Team here. Please have your proof of postage details ready 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. Any other queries, you can reach our Customer Care Team here.