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Returns & Cancellations
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.
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, and 60 days from purchase for bedding. Proof of purchase is required for a refund.
Serena & Lily does not accept returns on the following items: custom upholstery, custom cushions, 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 or Vacaville Outlets.
All bedding purchases include free domestic ground shipping and free return shipping. To request a free return shipping label, please contact us at customercare@serenaandlily.com or call us at 866.597.2742. Not applicable to international orders.
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. Return shipping charges may apply. 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.
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 Processing
700 Crocker Drive
Vacaville, CA 95688
DESIGN SHOP RETURNS
Many items may also be exchanged at, or returned to, our Design Shops, if accompanied by a receipt or proof of purchase within 30 days of order delivery or purchase. Furniture, rugs, lighting, and other large items cannot be returned in-store. Please contact Customer Care at 866.597.2742 for assistance.
CUSTOM PRODUCT
Custom product and COM are made to order especially for you and may not be returned or cancelled. Custom product include upholstered furniture, custom cushions and COM.
FINAL SALE & CLEARANCE ITEMS
Final Sale and Clearance items are not returnable or exchangeable except for manufacturing defect. These items are identified by .99 endings in price.
OUTLET MERCHANDISE
The items at our Berkeley and Vacaville Outlets 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.
DAMAGED PRODUCT
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.
CANCELLATIONS
Custom orders may not be canceled. 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.
In some cases, it is possible to 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).
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).
