Last updated: October 2, 2026
This policy applies to retail products purchased from the That Look Salon online shop. If you have any questions, call us at (860) 739-3459 or email paula@thatlooksalon.com.
Shipping Policy
Where we ship
We currently ship to addresses in Connecticut only. We do not ship to other states or internationally at this time.
Shipping costs
- Flat rate shipping: $5.00 per order
- Free shipping: on orders of $100 or more
- Local pickup: free. Pick up your order at the salon, 166 Boston Post Rd, East Lyme, CT 06333
Shipping costs are shown at checkout before you pay.
Processing time
We aim to pack and ship orders within 1 business day of receiving them. Orders placed on weekends or holidays are processed the next business day. For local pickup, we will let you know when your order is ready.
Damaged, missing or incorrect items
If your order arrives damaged, is missing an item, or you received the wrong product, please contact us as soon as possible with your order number and a photo of the item. We will send a replacement or issue a full refund at no extra cost to you.
Return & Refund Policy
Return window
You can return or exchange products within 30 days of receiving your order. After 30 days, we cannot offer a refund or exchange.
Eligible items
To be eligible for a return or exchange, the item must be:
- New and unused, with the seal intact (for hygiene reasons, opened or used hair care products cannot be returned)
- In its original packaging
- Accompanied by your order number or proof of purchase
Gift cards are non-refundable.
How to start a return
- Contact us at paula@thatlooksalon.com or (860) 739-3459 with your order number and the item you want to return or exchange.
- Send the item to: That Look Salon, 166 Boston Post Rd, East Lyme, CT 06333.
Return shipping
Customers are responsible for return shipping costs, unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.
Refunds
Once we receive and inspect your return, we will email you to confirm whether it was approved. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card provider, it may take a few extra days for the refund to appear.
Exchanges
We are happy to exchange eligible items for a different product. Contact us to arrange an exchange.
Contact Us
That Look Salon East Lyme, LLC
166 Boston Post Rd, East Lyme, CT 06333
Phone: (860) 739-3459
Email: paula@thatlooksalon.com
