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Frequently Asked Questions
ORDERS, DELIVERY & RETURNS ▸
How long will it take for my items to arrive?
Please visit our Shipping Information page for updated delivery information.
Which shipping carriers do you use?
Smaller items delivery via FedEx Home Delivery and larger items delivery via White Glove, Room of Choice, or Doorstep Delivery. Please visit our Shipping Information page for additional information related to each shipping method.
Where can I find details on shipping information?
Visit our Shipping Information page.
How do you calculate your shipping charges?
Shipping costs are calculated based on the price total of the merchandise in your cart.
If you have any questions or concerns about how shipping fees are calculated on your order, visit our Shipping Information page or contact our Customer Care team at firstname.lastname@example.org or 1-866-597-2742. We are available to assist you Monday through Friday from 5:30 am to 5:30 pm (PT), Saturday from 8 am to 1 pm (PT), and are closed on Sundays.
Can I save on shipping by picking up at your fulfillment center?
Unfortunately due to liability issues, we cannot offer local pick-up from our fulfillment center at this time.
Can I save on shipping by shipping my order to a Design Shop to pick up?
Unfortunately, we are unable to offer local pick up at Design Shops for customer orders. Our Design Shops do not carry inventory of Furniture, Lighting, Wallpaper, Sheeting or Rugs.
What do I need to know about free shipping and free returns on bedding?
All domestic bedding purchases ship free via FedEx Home Delivery. If you're not completely satisfied, we’ll gladly offer you an exchange or refund of the merchandise price within 60 days of purchase. To request a free return shipping label, please contact us at email@example.com or call us at 866.597.2742. Not applicable to international orders.
What is the return policy for bedding purchases?
We’ll gladly offer you an exchange or refund of the merchandise price within 60 days of purchase as part of our "Sleep on It" promise. To request a free return shipping label, please contact us at firstname.lastname@example.org or call us at 866.597.2742.
What is the return policy for online purchases?
View our Return Policy.
View our Return Policy.
How long does my refund take?
Refunds are generally processed within 1-2 weeks of your returned merchandise arriving back at our fulfillment center. Since all our online orders require credit cards as the method of payment, your refund will be issued as a credit back to the same card used to make the original purchase, unless other arrangements have been made with our Customer Care team.
How do I cancel my order completely?
We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center. Custom furniture orders may not be canceled.
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. Please consult our Return Policy for more information on returning your order.
In some cases, it is possible to cancel backordered items on your order, since they are not scheduled for immediate shipment. Please call us at 1-866-597-2742 or email us at email@example.com with questions. We are available to assist you Monday through Friday from 5:30 am to 5:30 pm (PT), Saturday from 8 am to 1 pm (PT), and are closed on Sundays.
How will I know that you've received my order?
Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. You will receive a subsequent email when your product ships, including tracking information (if available).
How do I know if my items are available for immediate shipment?
Please visit our Shipping Information page for updated delivery information.
We strive to maintain inventory on all products. However, if an item is on backorder, you will see an expected ship date on the product page and an estimated delivery date in your shopping cart.
Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item after your purchase.
How do I ship to an address other than my billing address?
Simply enter the desired destination on the shipping information page at checkout.
Will I receive all the items in my order at the same time?
We ship your items as they are available. If all of the items on your order are in-stock and ready to ship, you will receive them at the same time. If an item is backordered or delayed, it will ship separately, at no extra charge.
How do I use a promo code?
Enter the promo code in your shopping bag to receive a discount on your order. Discount excludes Gift Certificates and Art. Not applicable to previous purchases. Only one promo code per purchase; not combinable with any other offers. Shipping charges still apply. Limited time only.
CREDIT & PAYMENTS ▸
Do you ship overseas?
We ship to the US and Canada only. We regret that we do not ship to PO or APO Boxes at this time.
Will I be charged sales tax on my purchase?
Serena & Lily is required to collect sales tax based on the laws and regulations of the state or province indicated in the shipping address. As tax regulations continue to evolve, Serena & Lily will continue to monitor state and local tax laws to ensure compliance.
When is my credit card charged?
When you place your order online, we will perform an authorization on your credit card to verify that the funds are available. This authorization may place a temporary hold on the funds while your order is being processed. The funds are withdrawn from your account once the shipment of your order is confirmed. If an order that you placed is subsequently cancelled and not shipped, any funds which were being held due to this credit card authorization should be made available to you again within 2-5 days, depending on your bank’s policies.
Some orders are fulfilled in multiple shipments. In such cases, the total shipping fee is usually charged at the time of the first shipment.
Please note that if you have a backordered item which has not shipped within a week of the original order placement date, we may need to re-authorize your credit card prior to the shipment of that item once it is returned to stock, to verify that the funds are still available. If your credit card is declined or has expired, we will contact you to update your payment information. We allow 10 business days with a correction or alternate payment method, we regret we will have to cancel your order.
In certain cases, custom orders may require a deposit at the time of order placement.
Which credit cards do you accept?
We accept Visa, MasterCard and American Express.
Is my credit card information secure?
Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.
Can I pay for my purchase in installments?
Yes, we’ve partnered with Affirm so you can pay for your purchase with a monthly payment plan. Just select Affirm on the billing page of checkout to complete your purchase through their services. Purchase must be above $249.99 to qualify for Affirm. Affirm is not currently available in Iowa or West Virginia due to state regulations.
When will I be billed by Affirm?
The first payment will be payable 30 days after Serena & Lily has processed the transaction. The transaction will be processed when at least one item in an order is ready for shipment.
Does Affirm require a down payment?
Sometimes. Affirm maintains a financing maximum of $17,500 per individual and therefore isn’t always able to approve financing for the full amount of a purchase. If the full amount of the purchase is not eligible for Affirm, you will have the option of using a debit or credit card to pay for the rest of your purchase with Affirm. This down payment amount cannot be changed.
How do I change an order that was placed through Affirm?
Affirm orders may have special restrictions with regard to changes, cancellations and returns. Please visit Affirm’s Return & Refunds page for more information.
Can I place an order with Affirm over the phone or in store?
No. Affirm orders can only be placed on our website.
I’d like more information related to Affirm, customer eligibility, and orders where should I go?
PRODUCTS & PROMOTIONS ▸
Are Serena & Lily products good quality?
We aim to set a high bar for quality and craft. For us, the beauty begins with how our products are made, from sourcing the highest quality materials to partnering with the best artisans and vendors - all to make products that last, designed to be used and loved everyday.
Sustainability stands at the forefront of our designs. One of the important ways we help ensure quality is through our sustainability efforts. We are committed to find sustainable ways to source, manufacture, and deliver our products. This is one of the many reasons we love working with natural materials like rattan, a plant from which we strive to use every part, from the outer skin for weaving our caning to the inner core for constructing our frames.
How does Serena & Lily ensure that its products are safe?
Serena & Lily strives to provide our customers with products that are beautiful and fresh, but also safe to enjoy in their homes. We comply with applicable federal and state laws and relevant industry standards regarding product testing, harmful or toxic substances, and proper labeling. We work with our suppliers to ensure that they provide safe products. If you have a specific concern about the safety of a particular product, please contact customer service directly.
Who makes furniture for Serena & Lily?
All of our upholstery is benchmade in North Carolina by furniture makers who have honed their skills for generations. Because sustainability is so important to us, our cushions are filled with premium eco-friendly materials and our wood frames are made with certified sustainable wood, allowing us to track the chain of custody for each piece. We're dedicated to supportingeco-conscious, American communities wherever possible, in addition to international vendor partners who specialize in natural, sustainable materials.
Does Serena & Lily ever have sales?
Yes! We have sales regularly, and to keep things interesting, we always like to mix things up. Sometimes we'll choose a category like Bedding, Lighting, or Custom Upholstery, other times we'll kick off a sale focused on an entire room like the Bedroom, Dining Room, or everything Outdoors. We recommend signing up for our VIP list to be the first to know about our sales (and always get first dibs).
Does Serena & Lily offer free shipping?
All bedding and loungewear purchases include free ground shipping and free return shipping within 60 days of purchase as part of our "Sleep On It" promise. To request a return shipping label, email us at firstname.lastname@example.org or call us at 866.597.2742.
Who started Serena & Lily?
Serena & Lily got its start when Serena Dugan, an independent artist and textile designer, met Lily Kanter, an accomplished excutive-turned-entrepreneur. Lily saw vast potential in Serena's designs, while Serena knew she'd met a true business visionary. The two joined forces with a vision to bring something entirely new to the design world, and they formed our Sausalito-based company Serena & Lily in 2003.
Are your Riviera Chairs comfortable?
We designed all of our Riviera Chairs and Riviera Counter Stools with lasting comfort in mind. Not just a style icon, the durable woven seat offers just enough give while the curved back has a perfect lean that provides great support. This collection is sized to comfortably seat everyone, from your tallest family member down to the smallest. While we love it around the dining table and at the kitchen counter, it's been put to the test as a desk chair, clocking in over eight hours a day. There's a reason why it's everyone's favorite chair. Explore the collection.
How do I order swatches?
You can shop our collection here. Please note that you may only order 1 free swatch.
How do I wash my linens?
All merchandise has a care label and/or washing instructions attached. Please refer to these instructions or to the specific item product page on our website. Most, but not all, bedding and textiles are machine washable. All our bumpers are machine washable. Our signature bumpers have a removable cover for easy washing; our Nursery Basics bumpers do not, but they can be machine-washed and hung to dry. We recommend using a mild soap for the laundering of baby linens. Just a friendly tip: While no one enjoys ironing, a quick press can do wonders for your linens! For more information about product care, please visit our product care guide here.
How do I clean my rug?
All rugs have care instructions on a sticker on the reverse side, as well as on the specific item product page on our website. For more information about product care, please visit our product care guide here.
How do I clean my slipcover?
To keep your slipcover in the best condition, we recommend professional dry cleaning. If needed, spot clean with a mild water-free solvent . Allow the area to dry naturally. Also, to avoid mismatching between slipcover pieces, we recommend that you dry clean all pieces simultaneously. For detailed care instructions, please visit the specific item product page on our website. For even more information about product care, please visit our product care guide here.
How do I clean my upholstered furniture?
To keep your upholstered furniture in the best condition, we recommend professional cleaning. To remove dust, lightly brush or vacuum your furniture on a regular basis. To spot clean, use a mild water-free solvent or dry cleaning product. Clean your furniture only in a well-ventilated room and avoid any product containing toxic materials. To prevent mismatching between slipcover pieces, dry clean all pieces simultaneously. For detailed care instructions, please visit the specific item product page on our website. For even more information about product care, please visit our product care guide here.
GIFT CERTIFICATES & GIFTS ▸
How do I place a gift order?
During online checkout, you may enter the gift recipient's address in the shipping address fields.
How should I handle returning a gift?
Please see our Return Policy for details regarding gift returns.
How do I purchase a gift certificate?
Our specially packaged paper certificates make a beautiful gift. They are hand written and arrive in our custom-made signature box. A gift message is also included. You can order our paper certificates online, in one of our Design Shops, or by contacting our Customer Care team at email@example.com or 1-866-597-2742 between the hours of 5:30 am – 5:30 pm PT during the week and from 8 am-1 pm PT on Saturday.
How do I redeem a gift certificate?
To redeem a gift certificate, contact one of our Design Shops or call our Customer Care team at 1-866-597-2742 between the hours of 5:30 am – 5:30 pm PT during the week and from 8 am – 1 pm PT on Saturday. You can also email us at firstname.lastname@example.org anytime. Gift certificates are not redeemable online or in our Berkeley Outlet.
CATALOG & EMAIL SUBSCRIPTIONS ▸
How can I quickly find and order catalog items online?
On the top right-hand corner of every page is a search box. Enter a keyword (eg, the product name) for a quick search. If you can’t find the item you’re looking for, contact us. We’ll be happy to help!
Are all of your products available in your catalog?
We represent a select group of new and seasonal items in our catalog. Our website includes many items that have been featured in recent catalogs, including all our furniture collections and alternate views of a product.
How can I request a catalog?
Request a catalog here and we’ll mail one to you right away.
How do I change my mailing or email address?
Update your personal information on your accounts page, or email email@example.com. You may also call us at 1-866-597-2742 between the hours of 5:30 am – 5:30 pm PT on weekdays and 8 am – 1 pm PT on Saturday. If you don't yet have an account with us, register here. If you are a returning customer having trouble accessing your account, try resetting your password.
Will you share my mailing address with others?
Will you share my email address with others?
No, we keep all email addresses private.
How do I remove my name from your catalog mailing list?
To unsubscribe from our catalog, enter your information here.
How do I unsubscribe from your email list?
You can unsubscribe from our email list here. (We’ll miss you. And, yes, you can always come back!)
How do I change my email preferences?
You can change your email preferences here.
OTHER QUESTIONS ▸
How can I get a hold of a real person or get a question answered?
To receive a personal response via email, please contact firstname.lastname@example.org. If you have a question that we did not address and would like to speak to a Customer Care representative, please call 1-866-597-2742 between the hours of 5:30 am – 5:30 pm PT on weekdays and 8 am – 1 pm PT on Saturday. You can also contact us via Live Chat or call your nearest Design Shop.
To contact us via USPS, write to:
Serena & Lily Customer Care
10 Liberty Ship Way, Suite 350
Sausalito, CA 94965
Do you have an affiliate program?
Online partnerships and affiliations are reviewed on a case-by-case basis. If you’re interested, please contact us at email@example.com. Be aware that the high volume of requests received may delay our response to your inquiry.
Any other questions we haven't answered?
For questions we haven't answered, or information we haven't provided, please contact us at firstname.lastname@example.org. We welcome your comments and suggestions, and thank you for shopping with us!