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ORDERS, DELIVERY & RETURNS ▸
How long will it take for my items to arrive?
For standard, in-stock orders, our warehouse team strives to ship your purchase within 1 business day. For Standard Ground shipments, most orders are delivered within one week. We also offer 2nd Day or Next Business Day services for faster delivery on select items.
Custom furnishings take 7-9 weeks for delivery. This includes 5-7 weeks of production time, and 1-2 weeks in transit.
Which shipping carriers do you use?
We ship most orders via FedEx. Most of our furniture items will be delivered inside your home by White Glove Delivery service providers, who will carefully unpack, inspect each item and place it in your room of choice. For added convenience, all packing materials will be removed. White Glove Delivery does not include assembly. 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.
Where can I find details on shipping information?
Information on Standard Delivery, Rush Delivery, Furniture Delivery times, and tax rates are located here.
How do you calculate your shipping and handling charges?
Shipping rates are calculated based on the price total of the merchandise in your cart.
Handling fees are calculated only on items which have special packaging requirements. These items are marked with a ( ) symbol.
As closely as possible, the rates that we charge for shipping and handling 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).
Can I save on shipping by picking up at your fulfillment center?
We regret that, due to liability issues, we cannot offer local pick-up from our fulfillment center at this time.
What is the return policy for online purchases?
View our Return Policy.
What is the return policy for Outlet purchases?
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?
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. Please consult our Return Policy for more information on returning your order.
In some cases, it is possible cancel backordered items on your order, since they are not scheduled for immediate shipment. Please call us at 866.597.2742 or email us at email@example.com with questions. 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).
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?
If the item is not in stock, an inventory status and expected ship date will appear as a message in the shopping cart. Delivery time frame for custom upholstered furniture is 7-9 weeks, as indicated on the product detail pages. Occasionally, we find that an in-stock item is damaged or defective when we fill an order – and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we'll strive to fulfill your order promptly; we'll also notify you immediately. This delay will not incur further charges.
What if an item is on backorder?
We strive to maintain inventory on all product. However, if an item is on backorder, you will see a backorder message in your shopping cart with the expected in-stock date. 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.
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. For your convenience, furniture items are held for a single delivery, shipping when all furniture items on the order are available.
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 and handling 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.
Why are orders shipped to some states taxed?
Serena & Lily maintains offices in California, Connecticut, Georgia, New Jersey and New York. Our physical presence in these states requires us to collect sales tax on behalf of those states. State laws require sales tax to be collected according to the address where the merchandise is shipped.
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.
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.
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.
GIFTS, GIFT CERTIFICATES & REGISTRY ▸
Do you have a gift registry?
Serena & Lily has partnered with myregistry.com to offer a one-stop baby gift registry solution. This allows you to register for Serena & Lily products along with all of your other favorite brands and to give your friends and family a list of everything you want, all in one place.
How do I add items to my gift registry?
To add items to your gift registry, visit our registry partner at myregistry.com. To make things even simpler, once you have created an account on their site, you can install the “Add to MyRegistry” button to your bookmarks bar, and easily build your registry or wishlist from serenaandlily.com (or any other site, for that matter). Learn more about registry options at myregistry.com.
When will my registry be available to friends and family?
When you create your registry online at myregistry.com, it will be available immediately.
How do I place a gift order?
During online checkout, you may enter the gift recipient's address in the shipping address fields. You can include a gift message; simply enter your message in the form provided on the address page at checkout. Your message will be printed on a signature Serena & Lily gift card (not the packing slip) and enclosed with the order.
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 firstname.lastname@example.org or 866.597.2742 between the hours of 7 am – 5:30 pm PT during the week and from 8 am-4 pm PT on Saturday and Sunday.
How do I redeem a gift certificate?
To redeem a gift certificate, go to one of our Design Shops or call our Customer Care team at 866.597.2742 between the hours of 7 am – 5:30 pm PT during the week and from 8 am – 4 pm PT during the weekend. You can also email us at email@example.com anytime. Gift certificates are not redeemable online or in our Berkeley Outlet.
How do I order swatches?
You can shop our collection here. Please note that you may only order up to 3 of a specific swatch. There is a limit of 10 total wallpaper swatches and 15 total upholstery, nursery bedding, and window panel swatches.
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!
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. If in doubt, feel free to contact our Customer Care team at 866.597.2742 between the hours of 7 am – 5 pm PT. You can also email us at firstname.lastname@example.org anytime.
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.
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.
What if I have questions about your products?
Please contact us at email@example.com or call us at 866.597.2742 between the hours of 7 am – 5 pm PT.
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.
EMAIL & CATALOG SUBSCRIPTIONS ▸
How can I request a catalog?
Request a catalog and we’ll mail one to you right away. You can also browse our catalogs online and download our iPad app to shop directly from every page.
How do I change my mailing or email address?
Update your personal information on your accounts page, or email firstname.lastname@example.org. You may also call us at 866.597.2742 between the hours of 7 am – 5 pm PT. 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, simply send us an email at email@example.com. Please allow approximately 3 months for your request to be processed.
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 866.597.2742 between the hours of 7 am – 5 pm PT. You can also contact us via Live Chat.
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!