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) 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 – like Boots, Amazon or Argos – 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.

To qualify for next business day delivery, orders must be placed before 8pm, Monday to Friday.

Orders placed before 8pm on Friday will be delivered on Saturday.

For any orders placed after 8pm on Friday or over the weekend, delivery will take place on Tuesday.

Once your order is dispatched, you'll receive a DPD tracking link with an estimated delivery time. Please keep in mind that delivery restrictions may apply to the Scottish Highlands, Channel Islands, Northern Ireland, and on English Bank Holidays.

Personalised (monogrammed) tools will be delivered within 3-5 working days when ordered before 3pm.

*Delivery times and charges may change depending on shipping destination and time.

More information can be found on our delivery page.

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 Centre.

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.

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. Our phone lines are open Monday to Thursdays from 9am-5pm and 9am-4pm on Fridays.

*Please note, we are unable to accept returns of Professional use or Salon retail styling tools in line with our Terms & Conditions of Sale agreed upon at the time of your professional account creation.

In the unlikely event you have a problem with your professional use product please contact us so that we can resolve your situation as soon as possible. Professional use products are subject to our Professional Terms and Conditions.

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.

Our returns team will be in touch to let you know when they receive your product – this usually takes a few days.

Warranty claims can take 7 to 10 working days from the date your return was received by us to be reviewed and completed. Once your repaired or replacement product is on its way back to you, our Returns team will update you by email, followed by an email containing DPD tracking information.

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. Klarna.

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 e-mail, please report the incident to us.

We accept payments via American Express, Apple Pay, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, UnionPay, VISA, Diners Club, and Klarna.

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