FREQUENTLY ASKED QUESTIONS

Which industries and professions qualify for the Designer Circle program?

Interior designers, architects and other professionals working on residential or hospitality projects with a valid resale license or other professional certification are all eligible.

Can I place a Trade order online?

Designer Circle orders cannot be processed online at this time. However, your Designer Circle orders can be placed by emailing orders@serenaandlily.com, faxing 415.331.1435 with a completed purchase order and credit card authorization form, or calling 866.971.1016.

How do I place an order or receive a quote?

By emailing orders@serenaandlily.com, faxing 415.331.1435 with a completed purchase order and credit card authorization form, or calling 866.971.1016.

Do you charge tax?

Serena & Lily maintains offices in California and New York; our physical presence in these states requires us to charge the associated sales tax by delivery location on orders without a valid resale certificate.

How do I pay for my order?

We accept Visa, Mastercard, American Express and company checks. We are unable to accept your client’s credit card for payment. You may email a completed credit card authorization form with your order to orders@serenaandlily.com or call us at 866.971.1016.

How will I know that I received my Designer Circle discount?

The price reflected in your order confirmation reflects your trade discount.

How long will it take to receive my order?

For standard ground shipments and in-stock orders, orders are delivered within one week.

Custom furnishings take 7-9 weeks for delivery.

Can I expedite my order?

Yes, we offer 2-day express shipping on select items at an additional charge.

How do I track my order?

You will receive an order and shipping confirmation via email. Your shipping confirmation will include tracking information for the products indicated as shipped. Furniture deliveries are coordinated via your local home delivery provider. You may call us at 866.971.1016 for updates.

What shipping carrier do you use?

We ship most orders via FedEx.

Custom furnishings orders are shipped via White Glove delivery carriers. White Glove Delivery includes a call from our carriers to make a delivery appointment, confirm order details, and gather any other information or special requirements for delivery. When placing your order, please specify if you or your client should be contacted to schedule delivery.

Upon delivery, items are brought into your client’s home (up no more than two flights of stairs), placed in their room of choice, and unpacked; all packaging is removed. Please note that any furniture assembly is the responsibility of the customer. Headboard deliveries will be unpacked, but will not be attached to existing bed frames.

Are there other options for shipping furniture other than White Glove Delivery?

Please specify if furniture is being shipped directly to a storage facility. We will arrange to ship your order so the furniture will be delivered in the container and your handling charges will be reduced by fifty percent.

Do you offer swatches of fabric and rugs?

Yes, we offer swatches for upholstery fabrics, window panels, crib bedding, and rugs. Please request swatches by emailing orders@serenaandlily.com, faxing 415.331.1435, or calling 866.971.1016. You can also order our entire swatch library for upholstery fabrics in solids or signature prints. Upholstery fabric swatches can be expedited overnight at an additional charge. Please let us know if you'd like to expedite swatches when placing your order.

What is your return policy?

We are unable to accept returns on custom upholstery. For all other purchases, if your client is not completely satisfied, we will gladly offer an exchange or refund of the merchandise price within 30 days of receipt of product. After 30 days, Serena & Lily cannot accept returns for any reason other than manufacturing defects.

Please note that you are responsible for all return shipping charges, except in instances where the item you received is incorrect or damaged. Returns are refunded in the original payment form, less shipping and handling.

If you would like to process a return, please call us at 866.971.1016 or email designers@serenaandlily.com to request a return slip and instructions on where to send your return. Refunds are generally processed within 2 weeks of receiving your returned merchandise. Your refund will be issued as a credit back to the same credit card used to make the original purchase.

Will my Designer Circle discount be matched to other promotions you offer?

We do our best to make sure that Designer Circle members get the best pricing available.

Does Serena & Lily rent or loan furniture?

We don’t currently rent or loan our furniture for trade or commercial use.

Can international designers apply to the Designer Circle?

Currently, we are only able to work with designers in the US and Canada.

Can I order merchandise for international delivery?

We are happy to ship your product to your contracted US-based freight forwarder, but are unable to ship product directly to destinations outside Canada and the US.

How do I update my account?

Please email designers@serenaandlily.com to update your contact information or call 866.971.1016, Monday – Friday, 7am – 6 pm PT.