Frequently Asked Questions

Before connecting any Cloud Nine styling tool to the mains while abroad, check that the voltage indicated on the rating label corresponds with the local mains supply.

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 for your specific styling tool 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 styling tool will live a long and happy life if you're careful with how you store it. We recommend that you:

• Wait for your straightener, curling wand or hair dryer to cool before putting away. Place your styling tool on our Luxury Heat Resistant Mat to protect surfaces.

• Once cool, gently loop the cord in its carry case. Don't wrap the cable around your hair straightener, curling wand or hair dryer. Taking this step greatly reduces the chances of wearing the inner wire, which is important because this kind of damage isn’t covered by warranty.

• Protect your straightener from scratches and chips by keeping the plug away from the plates 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 straightener, please visit our helpful blog.

Products purchased directly from Cloud Nine (cloudninehair.com.au) are automatically registered for a 3-year extended warranty. This excludes the Airshot Pro - which comes with a 2-year manufacturer's guarantee - and the Cordless Iron and Airshot - both of which come with a 1-year manufacturer's guarantee.

Products purchased from our retail partners need to be registered within 14 days of purchase to benefit from warranty. You'll need to upload a valid proof of purchase when registering. Visit our warranty page to register.

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 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 get in touch via our Help Centre.

Unfortunately, the extended warranty does not cover accidental damage such as to the plates and wire. For repair options outside of warranty, please visit our Help Centre.

External damage, i.e. issues that are not caused by a product fault, are not covered under warranty. If you’d like to arrange to replace or repair a Cloud Nine product, reach out to our Customer Experience Team via our Help Centre.

We don’t cover broken Airshot or Airshot Pro filters in our warranty. Replacements can be found on the Accessories page on our website.

Use our Product Finder to help you choose the perfect straightener for you.

Use the Cloud Nine Temperature Calculator to discover your hair type's ideal heat setting, then adjust the temperature of your heated styling tools to suit.

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 about Australia 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.

More information can be found on our delivery page.

Cloud Nine offers a student discount of 20% sitewide, except during sale periods. For student discount, please refer to UNiDAYS. Please note that discounts cannot be used on top of other promotions.

Discount codes can be used on our website at the checkout stage. 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 experiences a fault 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.

Proof of purchase is needed to activate and validate your product's warranty. If the product develops a fault during the warranty period, we will repair or replace it at no cost to you, provided valid proof of purchase is provided.

Since the warranty starts from the date of purchase – not manufacture – we need your receipt to confirm eligibility.

To ensure you receive full warranty coverage, please register your product with us on our Product Registration page and keep your receipt in a safe place.

Yes, you can return your Cloud Nine product. 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.

To arrange a return under our 45-day returns policy, please contact our Customer Experience Team via our Help Centre.

Do not ignore a beep! It’s a safety precaution that suggests a product fault. If your Cloud Nine product produces a warning sound, 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 – this usually takes a few days.

Refunds can take up to 14 working days from the date we receive your product into our Returns department while 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 you an email confirming that your refund has been processed.

Please contact our Customer Experience Team via the Help Centre if you would like to discuss the progress of your product’s return or replacement. 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.

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.

You can safely enter your entire credit card number via our secure server.

We do all that we reasonably can to ensure that all of the information you give us when paying for the products is secure by using an encrypted secure payment mechanism. However, we are not responsible for any third party payment mechanism providers and you may be subject to those third parties’ terms when using any such payment mechanism, e.g. AfterPay.

It is not uncommon for a request for payment card authorisation to fail a couple of times before the card is finally authorised. If we are experiencing difficulties taking payment from you, you will not receive an order confirmation number and you will be asked to re-enter your card details. You are always welcome to submit new credit card information to us for a particular order.

You will receive a confirmation email from us detailing the specifics of your order. This will be sent to the email address given when you placed your order.

Your payment will only be charged when you submit your order and before the products are despatched. If you have not received an order confirmation and your payment method has not been charged, your order was not successfully completed.

• If you’re using a public computer or terminal, always log out when you complete an online session.
• If you are contacted by, or receive an unsolicited e-mail from an unknown person or company asking you to confirm or provide your password, personal or banking information, please do not respond and report the incident to cloudninehair.com for investigation immediately.
• If you receive what you suspect is a ‘spoof’ cloudninehair.com.au e-mail, please report the incident to us.

We accept payments via Visa, Mastercard, AMEX, ApplePay, etfpos, GooglePay, Shop Pay, UnionPay and Afterpay.

We provide the option to shop now, pay over time with Afterpay. For more information about paying with Afterpay, including full terms and conditions, please visit our dedicated Afterpay page.

We do not currently sell gift cards. If you're looking for the perfect gift, try our Styling Sets.

For more information about payment, please view our Terms and Conditions of Sale.

Product security overview

At Cloud Nine, we are committed to providing secure and reliable products. In compliance with the UK Product Security and Telecommunications Infrastructure (PSTI) Act, we provide the following information for our i3 Sonido Earbuds – D58. 

How to report a security vulnerability

We encourage security researchers and users to report any security vulnerabilities they discover in our products. This helps us ensure the highest level of security for all our customers.

• Reporting channel: Please send all vulnerability reports to: Compliance@cloudninehair.com
  
• Informationto include:

1. A clear description of the vulnerability.
2. Steps to reproduce the vulnerability
3. The affected product, "i3 Sonido Earbuds – D58."
4. Your contact information for follow-up.

• Response commitment:

We will send an acknowledgement of your report within 5 business days.
We will provide status updates on the vulnerability until it is resolved.

Minimum security update period

You will be notified of and receive security updates via email, or instructions will be provided on the product Help section of the
Cloud Nine website.

Regulatory Compliance Information

The Cloud 9 i3 Sonido Earbuds – D58 complies with the relevant provisions of the RoHS Directive for the European Union & RoHS Regulation for UK.

WEEE Statement for the European Union & UK: In common with all Electronic and Electrical products, the Cloud 9 i3 Sonido Earbuds – D58 must not be disposed of in household waste or burnt, but instead taken to the nearest household waste recycling centre at the end of its usable life. Alternative arrangements may apply in other jurisdictions.

CE & UKCA Statement: Cloud Nine Ltd declares that the Cloud 9 i3 Sonido Earbuds – D58 is in compliance with Directive 2014/53/EU and the Radio Equipment Regulations 2017. UK PSTI (Product Security and Telecommunications Infrastructure) Act, the full text of the UK and EU declarations of conformity are available at the following internet address: Cloud Nine.com/Help

The device has been evaluated to meet general RF exposure requirements. The device can be used in portable exposure conditions without restrictions.

Operating Frequency Range : The maximum RF Output Power

Wireless 2402-2480 MHz 1.39dBm
WIFI 2412MHz-2472MHz 17.41dBm
NFC 13.56MHz -22.19dBuA/m