Support

Flat iron troubleshooting
won't turn on, "Err", not heating

Quick fixes for the most common problems — most take under a minute. If none of them work, your iron is covered by our 3-year free replacement.

My iron won't turn on

Most often the safety plug (ALCI) has tripped. This is a standard US safety feature on the plug, not a fault in the iron.

  1. Find the plug block with two buttons, usually marked Test and Reset.
  2. Press Reset firmly until it clicks.
  3. Plug into a different outlet if it still won't start, then switch on again.

Still nothing? Start a free replacement claim.

The display shows "Err"

"Err" means the iron's protection has stopped it heating.

  1. Switch off and unplug.
  2. Wait 60 seconds.
  3. Plug into a different wall outlet (not an extension strip) and switch on.

If "Err" comes back, start a claim — we replace it.

It turns on but doesn't get hot

  1. Check the safety plug: press Reset.
  2. Give it time to climb to the set temperature before the first section.
  3. Check the set temperature on the display and raise it if needed.

If it never reaches temperature, start a claim.

Can I take it abroad?

Check the voltage printed on the rating label near the cord before you travel. If it is dual voltage, you only need a plug adapter, not a converter. Never use a voltage converter with a heat tool unless the label says it needs one.

It pulls or snags hair

  1. Let it cool, then wipe the plates with a soft, damp cloth — product build-up is the usual cause.
  2. Use smaller sections and comb each one before pressing.
  3. Move at a slow, steady pace without squeezing hard.

How do I get a replacement?

Irons bought from vanessapro.com are covered automatically. Bought on Amazon? Register it first. Then start a claim with your order number and a photo of the rating label — a replacement ships free once approved.

How fast does shipping arrive, and where do orders ship from?

Every in-stock flat iron ships from our US fulfillment center — never from overseas — and most orders arrive in 2–4 days. Across 362 recent US deliveries (Oct 7 – Nov 2, 2026), the median from order to front door was 2.4 days:

  • 19% arrived the next day
  • 51% within 2 days
  • 83% within 3 days
  • 93% within 4 days
  • 99% within 5 days

Orders usually leave the warehouse in about a day, and most are delivered by Amazon Logistics, which delivers 7 days a week. We ship to US addresses only; every iron has a US plug and works on 100–240V. Pre-orders ship Dec 1–3.

Still need help?

Email [email protected] or call +1 866-898-8968, Monday–Friday. We reply within one business day.

One pass.