Returns & Exchanges
We stand behind our products 100%. We work with some of the best factories in the world, as well as select partners we believe to be unique in the marketplace. We’re confident that the design details, quality and safety of our merchandise will meet, if not exceed, your expectations.
If you're not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund for most of our merchandise within 30 days from receipt of product or purchase from a store. Please note that return shipping charges are non-refundable, unless the item received is incorrect or damaged. In that case, we ask that you contact our Customer Care team prior to sending the item back, so that we can provide your replacement order.
To return an item, simply follow the instructions on your packing slip and send the items with the packing slip and all original packaging to:
Serena & Lily Returns Department
2100 Atlas Road
Richmond, CA 94806
Returns are refunded in the original payment form for the merchandise price, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender. Please note that Final Sale and Clearance items are not returnable or exchangeable except for manufacturing defect. These items are identified by .99 endings in price. Serena & Lily does not accept returns on the following items: custom upholstery, cribs, floor model furniture, fabric swatches, fabric yardage, paint, paint samples and swatches, open wallpaper, wallpaper swatches, custom orders, cribs, monogrammed items, art. amd all upholstered furniture including gliders, headboards, beds, benches, sofas, chairs and ottomans.
After 30 days, Serena & Lily cannot accept returns or exchanges for any reason other than manufacturing defects.
Dresses, pants, and ponchos arrive with a prepaid FedEx shipping label for our convenience. No postage is required. We will deduct a $10 fee per return package from your refund. For accessories, sleepware, or beachwear, please refer to our regular return policy.
Custom furniture orders may be canceled within 24 hours of submitting the order.
We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and can no longer be modified in any way. We hope that in most cases this expedited order process works to your advantage; however we recognize that it can make it difficult to cancel or modify your order.
If we are unable to cancel your order, you can always return your order to us for a full refund of the merchandise value.
In some cases, it is possible cancel backordered items on your order, since they are not scheduled for immediate shipment. To speak with our Customer Care team to inquire about canceling or changing an order that's already been placed, please call us at 866.597.2742 or email us at email@example.com. We are available to assist you Monday through Friday from 7 am to 5:30 pm (PT), and Saturday through Sunday from 8 am to 4 pm (PT).
Standard Delivery & Processing
Most purchases are shipped to arrive within 5-7 business days upon receipt of order. As closely as possible, the rates that we charge for shipping and handling fees at checkout are an accurate reflection of the rates that we incur from our shipping partners to safely package and deliver your order, and ensure that it meets the highest expectations. If you have any questions or concerns about how shipping and handling fees are calculated on your order, our Customer Care team will be happy to assist you. Please feel free to contact us at firstname.lastname@example.org or call us at 866.597.2742. We are available to assist you Monday through Friday from 7 am to 5:30 pm (PT), and Saturday through Sunday from 8 am to 4 pm (PT).
Note: Items ordered together may not arrive together. We ship to the US and Canada only. Unfortunately, we do not ship to PO or APO Boxes at this time.
By choosing 2nd Day service during checkout, we will expedite orders for in-stock items.
2nd Day orders placed by 12 pm PT Monday through Thursday will arrive within 3 business days; orders placed by 12 pm PT Friday through Sunday will arrive the following Wednesday. Deliveries occur Monday through Friday.
Rush service is not available for oversized items, out of stock items, upholstered furniture and cribs, and is not available for shipments to Canada, Hawaii, Alaska, US Territories, PO Boxes or AFO/FPO addresses. Business days do not include holidays. We are not responsible for, and are excused from, performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.
Shipping to Alaska & Hawaii
For shipments to Alaska and Hawaii, call our Customer Care team. Expedited delivery and freight delivery is not available to these areas. Your order should arrive in approximately 10-14 business days. Please note that some oversized or heavy items cannot ship outside the continental US.
Shipping to Canada
All of our items ship from within the United States. Prices are shown in US dollars.
Standard, inventoried items shipping to Canada are shipped via FedEx International. Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer. Please allow 10-14 days for delivery.
Unfortunately, we cannot ship to the US Territories or foreign countries other than Canada at this time.
Most of our furniture items will be delivered inside your home by White Glove Delivery service providers, who will bring the item into your home (up no more than two flights of stairs), unpack it and remove all packaging. For added convenience, all packing materials will be removed. White Glove Delivery does not include assembly. Headboards will be unpacked but not attached to exisitng bed frames. White Glove Delivery service includes a call from our delivery carrier to schedule delivery to your home.
We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt. If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Care team at 866.597.2742 or email us at email@example.com.
Furniture Damages & Returns
Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally they do occur. In the event that your custom furniture arrives with any sort of damage or defect, we’ll make it right. We ask that you fully inspect your furniture at the time of delivery and note any imperfections at that time of receipt, so that it can be recorded in your furniture delivery documents.
If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, so that we can determine how to resolve the issue to your satisfaction. We ask that you please call our Customer Care team at 866.597.2742, or email us at firstname.lastname@example.org, if there are any issues at all with your furniture delivery. We’ll assist you promptly.
We make every effort to display the most current and accurate product inventory information. If an item is not available for immediate shipment, you will see a future shipping date (eg: "Ships on June 3rd") when you view that item in your shopping cart.
We will notify you directly in the event that a product's availability date changes.
This additional charge is listed with the product price on the product details page and in the cart. This charge is also indicated by a truck symbol following an item's price in our catalogs.
Paper gift certificates ship free of charge unless 2nd Day or Next Day shipping is requested. There is a $5 charge for 2nd Day service and a $10 charge for Next Day. Online gift certificates are also available for delivery via email free of charge.
Fabric swatches ship free of charge via USPS.
We do not charge your credit card until your order has shipped. Additional shipping surcharges may apply to some large and heavy items. This additional charge is listed with the product price on the product details page and in the cart, and will be added to your delivery charges. This charge is also indicated by a truck symbol following an item's price in our catalogs.
All prices in our catalogs and online are in US dollars and are subject to sales tax for residents of California, New York and Connecticut, in accordance with state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. Serena & Lily has made every effort to ensure accurate information is presented in our catalog and on our website; omissions and errors are subject to correction.