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Returns & Exchanges
RETURN POLICY
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. We care about your satisfaction and our Customer Care and Store Teams are always here to help.
Returning Merchandise
We hope you love your selections as much as we loved designing them. 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. Proof of purchase is required for a refund.
Serena & Lily does not accept returns on the following items: custom upholstery, floor model furniture, fabric swatches, fabric yardage, paint, open wallpaper, wallpaper swatches, custom orders, COM, Art Collection, final sale items (these are products with prices that end in 99 cents), or items bought at our Berkeley Outlet.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.
A one-time price adjustment is offered when an original sales receipt or proof of purchase is presented within 30 days of order delivery or purchase from a store location.
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
Many items may also be exchanged at, or returned to, our Design Shops, if accompanied by a receipt or proof of purchase. Furniture, rugs, lighting, and other large items cannot be returned in-store. Please contact Customer Care at 866.597.2742 for assistance.
Stocked Non-Furniture Items
We accept returns for non-furniture items within 30 days of delivery or purchase from a store, with a receipt or proof of purchase. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
Stocked Furniture
Furniture is carefully inspected prior to shipment, and we ask that you inspect your pieces upon receipt. For items received via White Glove Delivery, your signature is required at the time of delivery. If a defect is discovered, please contact our Customer Care team at 866.597.2742 or customercare@serenaandlily.com. Furniture that is refused due to size will be exchanged for merchandise or store credit only. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.
Please note that a restocking fee of up to 25% of the product price may be charged. Additionally, no furniture returns are accepted in store.
Custom Orders
Custom order items and COM are made to order especially for you and may only be canceled or changed within 24 hours of submitting the order. We do not accept returns on these items. Custom orders include upholstered furniture, COM, paint, grasscloth, and wallpaper.
Final Sale & Clearance Items
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.
Questions? Contact our Customer Care team at 866.597.2742 or customercare@serenaandlily.com, or visit us at one of our stores. Our Customer Care team is available Monday through Friday from 7 am to 5:30 pm (PT), and Saturday through Sunday from 8 am to 4 pm (PT).
Outlet Merchandise
The items at our Berkeley Outlet are discounted from our regular retail prices, updated weekly and include discontinued and second quality merchandise, as well as production samples and favorite pieces used on photo shoots. Prices are as marked and take into consideration any dings, dents or scratches. Online and in-store promotions do not apply. All discounted items are sold “as-is” without warranty and are not eligible for return.
CANCELLATIONS
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 customercare@serenaandlily.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).