Shipping + Returns
(Copied from Serena & Lily for now)
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, cribs, floor model furniture, fabric swatches, fabric yardage, paint, paint samples and swatches, open wallpaper, wallpaper swatches, custom orders, Art Collection, final sale items, 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
Most items may also be exchanged at or returned to a store location, if accompanied by a receipt or proof of purchase. Furniture items cannot be returned at our stores.
CUSTOM ORDERS
Custom order items 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, 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).
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).
SHIPPING
Most purchases are shipped to arrive within 5-7 business days upon receipt of order. As closely as possible, the rates that we charge for shipping and handling fees 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 customercare@serenaandlily.com 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).
INTERNATIONAL ORDERS
Unfortunately, we cannot ship to the US Territories or foreign countries other than Canada at this time.
PO BOXES & APO BOXES
Sorry, but we do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
PAYMENT
We do not charge your credit card until your order has shipped. Additional shipping surcharges may apply to some large and heavy items. This additional charge is listed with the product price on the product details page and in the cart, and will be added to your delivery charges. This charge is also indicated by a truck symbol following an item's price in our catalogs.
PRICING POLICY
All prices in our catalogs and online are in US dollars and are subject to sales tax for residents of California, New York and Connecticut, in accordance with state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. Serena & Lily has made every effort to ensure accurate information is presented in our catalog and on our website; omissions and errors are subject to correction.