If we lived in a perfect world, everything that arrived at your home would be exactly as promised. However, we know this isn't always the case. If you're not completely satisfied with your purchase, we will gladly offer you an exchange or refund of the merchandise price within 30 days of receipt of product. Please note that you are responsible for all return shipping charges, except in instances where the item you received is incorrect, or damaged.
If you received an item which you did not order, or if you received an item which is damaged, we ask that you please contact our Customer Care department first, prior to sending the item back, so that we can provide you with a return shipping label and expedite your replacement order.
To return an item for any other reason, simply follow the instructions on your packing slip and send the unused items with the packing slip and all original packaging to:
Serena & Lily Distribution Center
2100 Atlas Road
Richmond, CA 94806
Returns are refunded in the original payment form, less shipping and handling. Returns sent via USPS that arrive with postage due will be returned to sender. Please note that "final sale" items are not returnable or exchangeable except for manufacturing defect. Serena & Lily does not accept returns on: fabric swatches, fabric yardage, all paint and paint samples (including both wet paint samples and dry paint samples), custom sewing orders, cribs, monogrammed items, and all upholstered furniture including gliders, headboards, beds, benches, sofas, chairs and ottomans. After 30 days, Serena & Lily cannot accept returns for any reason other than manufacturing defects.
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 e-mail 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.
Custom furniture orders may be cancelled within 24 hours of submitting the 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-Friday, from 7am-6pm Pacific Time.