Linda Hayslett

Which industries and professions qualify for the Trade Program?

Interior designers, architects, and other design professionals working on residential or commercial projects who solely use our product to design spaces. Valid professional documentation is needed to be accepted into our Trade Program. Applicants must provide one of the following professional documents to qualify for membership:

- Professional Design Membership (AI, IDI, ASID)

- Interior design certificate (NCIDQ, CCIDC)

- Company website or Instagram showing current design work

Can I place a Trade order online?

Yes, Trade Members can place orders online. To get started, sign in using your Trade account details. If you need any assistance, please call us at 1-866-971-1016.

How do I receive a quote?

To receive a quote, you can:

- Call or visit your nearest Design Shop.

- Call 866.971.1016 or email trade@serenaandlily.com

- Sign in to your online Trade account and view your order total at checkout with your Trade Member discount automatically applied.

How do I schedule a future delivery date?

To schedule a future delivery date, please call or visit your nearest Design Shop, or call 866.971.1016 or email trade@serenaandlily.com before placing your order. We will coordinate a delivery date that aligns with your project timeline.

Do you charge tax?

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. If you intend to purchase merchandise for resale and wish to waive sales tax on your qualifying orders, please note that we will do so only upon request and that tax documentation is subject to review, validation, and approval at the sole discretion of Serena & Lily and in accordance with state, local, and federal guidelines.

Can I use my Trade discount on everything?

The Trade discount is not combinable with other online promotions; however we do our best to make sure that Trade members get the best pricing available. Your Trade Discount can be applied to everything except products exclusive to our Design Shops, Original Artwork, Final Sale items, and Apparel (robes, pajamas, slippers).

How do I pay for my order?

For orders placed by phone or email, we accept Visa, Mastercard, American Express, company checks, and wire transfers. You may use your clients credit card for elgible orders only if the order is taxable. Please call us at 866.971.1016 to provide payment.

How long will it take to receive my order?

For standard ground shipments and in-stock orders, orders are delivered within 3-10 business days. Custom upholstery takes 8-10 weeks via White Glove 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. You may also track the status of your order here. Furniture deliveries are coordinated via your local home delivery provider. For all other updates, please call us at 866.971.1016.

What shipping carrier do you use?

We ship most orders via FedEx.

Custom upholstery 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.

Do you offer swatches?

Yes, we offer complimentary swatches for upholstery fabrics, bedding, wallpaper, rugs and furniture with your Trade membership. Please request swatches by emailing trade@serenaandlily.com, or calling 866.971.1016. Please let us know if you'd like to expedite swatches when placing your order, and enjoy free shipping and returns on all swatch orders.

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 60 days of receipt of product. After 60 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.
If you would like to process a return, please call us at 866.971.1016 or email [email protected] to request a return slip, and we will provide 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; shipping and handling fees may apply.

Does Serena & Lily rent or loan furniture?

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

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.

Can international Trade professionals apply to the Trade Program?

Yes, any Trade professional outside the US is able to apply to our Trade Program with proper documentation. International clients must have all merchandise shipped to a freight forwarder within the US. Once Serena & Lily delivers the merchandise to a freight forwarder, Serena & Lily is no longer liable for the merchandise. It is the Trade member’s responsibility to coordinate international delivery from the freight forwarder to the desired shipping location outside the US.

How do I update my account?

Please email [email protected] to update your contact information or call 866.971.1016, Monday – Friday, 7am – 5 pm PT.