Help Center

How do I cancel my order completely?

If you would like to cancel your order, please call our Customer Care team at 866.597.2742, and we’ll assist you promptly.

How will I know 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 we have an accurate email address. You will receive a subsequent email when your product ships, including tracking information (if available).

What if an item is on backorder?

There will be an alert on the product page as well as in your shopping cart denoting the estimated date of delivery.

How do I track my order?

For an estimated arrival date and current status, enter your order number & billing zip on the Track My Order page.

For the estimated delivery date of an item before you place an order, visit our Shipping & Delivery Methods page for shipping costs, options and expected delivery times.

How do I use a promo code?

Enter the promo code in your shopping bag to receive a discount on your order. Most discounts exclude Gift Certificates and Art. Not applicable to previous purchases. Only one promo code per purchase; not combinable with any other offers. Shipping charges still apply. Limited time only.

Where can I find details on shipping information?

Visit our Shipping Information page for details.

Where do you ship?

We ship to multiple locations within the United States and Canada.

We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.

For Canada shipping information, visit our International Shipping page.

Orders with remote delivery addresses (excluding Hawaii) are subject to an additional delivery fee. These locations include but are not limited to: Nantucket, Martha’s Vineyard, Block Island, Fishers Island, and Marco Island.

Which shipping carriers do you use?

Smaller items deliver via FedEx Small, Medium, or Large Delivery and larger items deliver via White Glove, Room of Choice, or Doorstep Delivery. Please visit our Shipping Information page for additional information related to each shipping method.

How do you calculate your shipping charges?

Shipping charges are determined based on our shipping & delivery methods. Visit our Shipping & Delivery Methods page for shipping costs, options and expected delivery times.

We offer Flat Rate Delivery per delivery method: Fedex Small, Medium, Large, White Glove, and Room of Choice.

For a single flat rate per delivery method, we deliver unlimited products to one address in the United States and Canada

How do I update my shipping information?

For orders that have been placed, please contact customer care as soon as possible. For future orders, log into your account, navigate to the Address Book section of your account, and update your shipping information.

How do I ship to an address other than my billing address?

Simply enter the desired destination on the shipping information page at checkout.

Can I save on shipping by picking up at your fulfillment center?

Unfortunately due to liability issues, we cannot offer local pick-up from our fulfillment center at this time.

Can I save on shipping by shipping my order to a Design Shop to pick up?

We don’t currently offer options to buy online and pick up in store. However, if you would like to place an order through a design shop, our design advisors are eager to assist you. Our design shops are open to walk-ins and by appointment.

Shipment Time

How long will it take for my items to arrive?

Please visit our Shipping Information page for updated delivery information.

How do I know if my items are available for immediate shipment?

Please visit our Shipping Information page for updated delivery information.

What if an item is on backorder?

There will be an alert on the product page as well as in your shopping cart denoting the estimated date of delivery.

Delivery

Does Serena and Lily furniture come assembled?

Many large furniture items require assembly upon delivery, and we can help.  Items that deliver via White Glove will be assembled and placed in the room of your choice (and the packaging leaves with our team).  To learn more about the different delivery options, explore our Shipping & Delivery Methods.

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, ready to ship, and deliver via the same shipping method, you will receive them at the same time. If an item is backordered, delayed, or ships via a different method than other items on your order, it will ship separately, at no extra charge.

What if an item arrives damaged?

We ask that you fully inspect your furniture at the time of delivery and note any imperfections at the time of receipt, so that it can be recorded in your furniture delivery documents.

If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, and determine how to resolve the issue to your satisfaction. Please call our Customer Care team at 866.597.2742, or email us at customercare@serenaandlily.com, if there are any issues at all with your furniture delivery. We’ll assist you promptly.

What is the return policy for online purchases?

If you are not completely satisfied with your purchase, we will gladly offer you a refund for most of our merchandise within 30 days from receipt of the product. Exceptions can be found in our Return Policy.

To initiate a return, please contact Customer Care at 866.597.2742 or your local Design Shops for assistance obtaining a return authorization.

For more Information visit our Return Policy.

What is the return policy for bedding purchases?

All Bedding, Bath Towels and Mattresses can be returned for a full merchandise refund within 60 days of receipt. 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.

What is the return policy for Outlet purchases?

View our Return Policy.

How long does the refund take to process?

Please allow 2 to 3 weeks for processing after items are received at our facility. Timing of refund may depend on the policies of your financial institution and method of payment.

Are there any fees for returns?

All White Glove, Room of Choice, and Doorstep returned items will be subject to a 15% return restocking fee, and all FedEx (parcel) item returns – except bedding and bath towels – will be subject to a $15 return restocking fee per shipping label. All return restocking fees will be deducted from your refund.

How do I return a gift?

Unused gifted merchandise can only be returned by the recipient for Serena and Lily credit.

To initiate a return, please contact Customer Care at 866.597.2742 or your local Design Shops for assistance obtaining a return authorization.

Will I be charged sales tax on my purchase?

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.

When is my credit card charged?

When you place your order online, we will perform a $0 authorization on your credit card to verify that the card is valid. The funds are withdrawn from your account once the shipment of your order is confirmed.

If your order is shipped in multiple packages, charges will appear as each package ships, for the included item(s) and applicable tax and shipping.

Please note that if you have a backordered item, once the item is returned to stock, we will authorize and charge your card at the time of shipment. If your credit card is declined or has expired, we will contact you to update your payment information. We allow 5 business days with a correction or alternate payment method, or we will have to cancel your order.

In certain cases, custom orders may require a deposit at the time of order placement.

When is my credit card charged for backordered items?

We do not charge your credit card until your order has shipped. Some orders are fulfilled in multiple shipments. In such cases, the total shipping fee is usually charged at the time of the first shipment.

Backordered items will ship as soon as they are returned to stock, and our system will automatically reauthorize your card prior to shipping.

For more information, visit Shipping & Payment Information.

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.

Can I pay for my purchase in installments?

Yes, we’ve partnered with Affirm so you can pay for your purchase with a monthly payment plan. Just select Affirm on the billing page of checkout to complete your purchase through their services.  Purchase must be above $249.99 to qualify for Affirm. Affirm is not currently available in Iowa or West Virginia due to state regulations.

When will I be billed by Affirm?

The first payment will be payable 30 days after Serena & Lily has processed the transaction. The transaction will be processed when at least one item in an order is ready for shipment.

Does Affirm require a down payment?

Sometimes. Affirm maintains a financing maximum of $17,500 per individual and therefore isn’t always able to approve financing for the full amount of a purchase. If the full amount of the purchase is not eligible for Affirm, you will have the option of using a debit or credit card to pay for the rest of your purchase with Affirm. This down payment amount cannot be changed.

How do I change an order placed through Affirm?

Affirm orders may have special restrictions with regard to changes, cancellations and returns. Please visit Affirm’s Returns & Refunds for more information.

Can I place an order with Affirm over the phone or in store?

No. Affirm orders can only be placed on our website.

How do I find out more information about Affirm?

You can find more information about purchasing in installments through Affirm here: www.affirm.com/help.

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 charges still apply. Limited time only.

Are Serena & Lily products good quality?

At Serena & Lily, high quality and longevity are central to our product design. We pride ourselves on our coastally inspired, luxury furniture and home decor collection, designed to inspire and last a lifetime.

How does Serena & Lily ensure its products are safe?

Serena & Lily strives to provide our customers with products that are beautiful and fresh, but also safe to enjoy in their homes. We comply with applicable federal and state laws and relevant industry standards regarding product testing, harmful or toxic substances, and proper labeling. We work with our suppliers to ensure they provide safe products. If you have a specific concern about the safety of a particular product, please contact customer service directly.

Who makes furniture for Serena & Lily?

All of our upholstery is benchmade in North Carolina by furniture makers who have honed their skills for generations. Because sustainability is so important to us, our cushions are filled with premium eco-friendly materials and our wood frames are made with certified sustainable wood, allowing us to track the chain of custody for each piece. We're dedicated to supporting eco-concious, American communities wherever possible, in addition to international vendor partners who specialize in natural, sustainable materials.

Who started Serena & Lily?

Serena & Lily got its start when Serena Dugan, an independent artist and textile designer, met Lily Kanter, an accomplished executive-turned-entrepreneur. Lily saw vast potential in Serena's designs, while Serena knew she'd met a true business visionary. The two joined forces with a vision to bring something entirely new to the design world, and they formed our Sausalito-based company Serena & Lily in 2003.

Are your Riviera Chairs comfortable?

We designed all of our Riviera Chairs and Riviera Counter Stools with lasting comfort in mind. Not just a style icon, the durable woven seat offers just enough give while the curved back has a perfect lean that provides great support. This collection is sized to comfortably seat everyone, from your tallest family member down to the smallest. While we love it around the dining table and at the kitchen counter, it's been put to the test as a desk chair, clocking in over eight hours a day. There's a reason why it's everyone's favorite chair. Explore the collection.

How do I order swatches?

You can shop our collection here. Please note that you may only order 1 free swatch.

What is the 60-day Bedding Promise?

We are so confident you’ll love our bedding, the return window for all Bedding, Bath Towels and Mattresses is within 60 days of receipt.

Does Serena & Lily ever have sales?

Yes! We have sales regularly, and to keep things interesting, we always like to mix things up. Sometimes we'll choose a category like Bedding, Lighting, or Custom Upholstery, other times we'll kick off a sale focused on an entire room like the Bedroom, Dining Room, or everything Outdoors. We recommend signing up for our VIP list to be the first to know about our sales (and always get first dibs).

How do I wash my linens? Bedding Product Care Guide

There’s nothing like the simple luxury of linen bedding. Ours is woven from premium French and Belgian flax and specially washed to get even softer and smoother with repeated laundering. Follow the below instructions to foster a lasting life for your linens.

Machine wash warm. Tumble dry low and pull straight out of dryer to avoid wrinkles. Do not bleach.

We recommend cleaning sheets and pillowcases once a week and duvet covers once a month. For quilts, please refer to the tag for specific care instructions.

How do I clean my rug? Rug Product Care

Cleaning may vary based on material. Visit our complete rug guide for a breakdown by fabric. Some basic suggestions to follow include:

Vacuum regularly on a low setting without the rotating beater brush. The bristled brush digs into the fibers and may damage your rug.

Blot spills immediately with a clean dry cloth. Then spot clean as needed using a damp cloth and mild soap. Avoid harsh cleaning products as these could fade or damage the rug.

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. For even more information about product care, please visit our product care guide.

How do I clean my upholstered furniture? 

Cleaning may vary based on material. Visit our complete Upholstery Product Care Guide for a breakdown by fabric.

For linen, To preserve the beauty of your linen, never use bleach, spot pens, or detergents with enzymes or harsh cleaners. Do not rub as this could damage the fibers.

Smaller items, including slipcovers, can be washed at home with medium heat for both washing and drying (up to 100°F/38°C). To avoid shrinking, do not dry completely.

Washed slipcovers should be put back on the frame while still partly damp. Other items may be re-wetted to relax the weave, or reshaped using a hot iron to apply steam and pressure.

A hot iron can also press out wrinkles and soften your linen after washing.

Furniture pieces should be professionally cleaned – especially for any hard-to-remove spills.

To spot-clean spills, soak up the liquid with a paper towel right away, then apply cold water and blot again with a clean cloth. To further spot-clean, use a small amount of dish soap on a clean white cloth and continue to blot.

What if I have questions about your products?

Please contact us at customercare@serenaandlily.com or call us at 1-866-597-2742 between the hours of 6 am – 4 pm PT on weekdays, and 8 am – 1 pm PT on Saturday.

For more information about product care, please visit our product care guide.

How do I place a gift order?

Select “This is a gift” checkbox in the checkout steps. Add the gift recipient’s first name, email and gift message.

How should I handle returning a gift?

Unused gifted merchandise can only be returned by the recipient for Serena & Lily credit.

To initiate a return, please contact Customer Care at 866.597.2742 or your local Design Shop for assistance obtaining a return authorization.

How do I purchase a gift certificate?

Give the gift of style with a Serena & Lily Gift Card. Visit the Gift Certificate Page.

Select the amount you'd like to give.

Enter the gift recipient's name in the "Ship To" field at checkout. This name will appear on the gift certificate.

Enter the gift giver's name (your own or someone else's) in the "Billed To" field at checkout. This name will appear as the sender on the gift certificate.

Select “Add a Gift Message” at checkout and enter the message you’d like to include on the handwritten card.

Complimentary design advice is included with each gift certificate -- think swatches, mood boards, styling tips, and space planning.

Gift certificates are redeemable by calling your nearest Design Shop. Gift certificates are not redeemable at our Berkeley or Vacaville outlets. This product is not eligible for Affirm financing.

You can order our paper certificates online, in one of our Design Shops, or by contacting our Customer Care team at 1-866-597-2742 between the hours of 6 am – 4 pm PT during the week and from 8 am-1 pm PT on Saturday or customercare@serenaandlily.com.

How do I redeem a gift certificate?

To redeem a gift certificate, contact one of our Design Shops or call our Customer Care team at 1-866-597-2742 between the hours of 6 am – 4 pm PT during the week and from 8 am – 1 pm PT on Saturday. You can also email us at customercare@serenaandlily.com anytime. Gift certificates are not redeemable online or in our Berkeley Outlet.

How do I change my mailing or email address?

Update your personal information on your account page, or email customercare@serenaandlily.com. You may also call us at 1-866-597-2742 between the hours of 6 am –4 pm PT on weekdays and 8 am – 1 pm PT on Saturday. 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.

How can I quickly find and order catalog items online?

Use our website’s search feature to locate the catalog item. Search is located at the top right of our website for mobile and top left for desktop.

Enter a keyword (e.g., 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 featured in recent catalogs, including all our furniture collections and alternate views of a product.

How can I request a catalog?

Inspiration delivered. Request a catalog here.

Will you share my mailing address with others?

We sometimes make our mailing list available to carefully screened companies. To remove your name from our list, please call us at 1-866-597-2742 or email unsubscribe@serenaandlily.com.

California law permits residents of California the right to request the categories of personal information we have collected about you, the specific personal information we have collected about you, deletion of your personal information, and the right to opt-out of sale of your personal information, including sharing of your information with third-parties for their direct marketing purposes.

Privacy Request

How do I remove my name from your catalog mailing list?

We are sad to see you go. Unsubscribe from our catalog here.

Will you share my email address with others?

No, we keep all email addresses private.

How can I get a hold of a real person or get a question answered?

To receive a personal response via email, please contact customercare@serenaandlily.com. If you have a question we did not address and would like to speak to a Customer Care representative, please call 1-866-597-2742 between the hours of 6 am – 4 pm PT on weekdays and 8 am – 1 pm PT on Saturday. You can also call or visit your nearest Design Shop.

To contact us via USPS, write to:
Serena & Lily Customer Care
10 Liberty Ship Way, Suite 350
Sausalito, CA 94965

Who started Serena & Lily?

Serena & Lily got its start when Serena Dugan, an independent artist and textile designer, met Lily Kanter, an accomplished excutive-turned-entrepreneur. Lily saw vast potential in Serena's designs, while Serena knew she'd met a true business visionary. The two joined forces with a vision to bring something entirely new to the design world, and they formed our Sausalito-based company Serena & Lily in 2003.

What is Serena & Lily’s design aesthetic?

At Serena & Lily, we combine our love of breezy California style with our passion for great design. Our look is casual and coastal, relaxed yet refined. Our designs blend classic influences with modern lines; eclectic inspiration with great American style.

How often does Serena & Lily have sales?

Serena & Lily’s yearly sitewide events occur in the Spring and Fall. During our Spring Design Event & Fall Design Event, we have limited time special pricing across most products.

Where are Serena & Lily products made?

Serena & Lily products are sourced across several countries, spanning beautifully tailored cotton bedding from Portugal to hand-bent rattan furniture designs from Indonesia.

A majority of our furniture business is made domestically in the US.

Is Serena & Lily good quality?

At Serena & Lily, high quality and longevity are central to our product design. We pride ourselves on our coastal inspiration, luxury furniture and home decor collection, designed to inspire and last a lifetime.

Any other questions we haven't answered?

For questions we haven't answered, or information we haven't provided, please contact us at customercare@serenaandlily.com. We welcome your comments and suggestions, and thank you for shopping with us!

Where is Serena & Lily located?

We have 17 design shop locations (and counting!). Discover your local Design Shop.

What kind of services are available at Serena & Lily Design Shops?

Whether you’re working on a large home interior project or you’re just looking for a new decor item, our professional design advisors are there to help you every step of the way. We offer complimentary design advice, from custom upholstery fabric swatching to inspirational mood boards, and so much more. Plus, it’s quick and easy to schedule a Design Shop appointment.

Do I need to have an appointment to visit a Serena & Lily Design Shop?

No appointment is required to visit a Design Shop. Appointments help Design Shops prepare for your arrival.

What kind of products are available in store?

Our design shops offer a show room style source of inspiration. Featuring styles from our latest seasonal collection, you will find a variety of smaller items available for immediate purchase. For larger furniture items, we’re more than happy to help you place an online order. With hundreds of fabric and wallpaper swatches available as well as inspirational displays on the floor, you will be able to visualize and feel confident in your purchase decisions for your home project.

Does Serena & Lily have outlet locations?

We have two permanent outlet locations as well as two pop up outlet locations. Visit our Outlet page to find one near you.

Does Serena & Lily have a Trade Program?

Yes! We love to partner with trade professionals like you, beautifully transforming homes or bringing commercial projects to life. Our Trade Program offers all the personalized service, products, and custom details you need to execute your vision seamlessly.

What is the Trade Program discount?

Trade Program Perks:

The best pricing

Flat Rate Delivery

Complimentary swatches

Tax-exempt purchasing

Extended returns

Special customization options

A dedicated Trade team

What credentials do I need to qualify for the Trade discount?

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

Is Online Ordering available for Trade Members?

Yes, once you’ve become an approved Trade Member, simply enter your email and reset your password to gain access and start placing orders. Once completed, you can log in & order! As always, if you have any issues, please contact your local design shop and we are more than happy to help!

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 sales@serenaandlily.com. Be aware that the high volume of requests received may delay our response to your inquiry.

How do I access my account information

You can always log into your Serena & Lily account by selecting the login button on the top right navigation of our website. If you’re on your phone, the login button can be found in the drop down menu on the left-hand side navigation bar.

What is Serena and Lily VIP access?

VIP access refers to our exclusive email program, which features unique offers and the first look at upcoming events, new collections, product highlights, and more.

How do I join the email mailing list?

Enter your email address at the bottom of this page to join the VIP list. When you join our VIP list, you’ll receive a discount off on your first purchase.