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Returns
We hope you love your selections as much as we loved designing them. 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 product.
To initiate a return, please select the support icon on the bottom right corner of the page, or contact Customer Care at 866.597.2742 or your local Design Shop for assistance obtaining a return authorization.
All bedding (excluding pajamas, robes, and loungewear), unopened wallpaper, and bath towels can be returned for a full refund within 60 days of receipt.
Serena & Lily does not accept returns on the following items: gift certificates, fabric swatches, fabric yardage, opened wallpaper, wallpaper swatches, Art Collection, Nursery Cribs, or any previously installed Lighting or Hanging item.
Serena & Lily does not accept returns or cancellations on the following items: custom orders, custom upholstery, custom cushions, or customer's own material (COM) pieces. A 50% non-refundable deposit is charged on custom item(s) at the time of order placement. The remaining 50% is charged when the item ships.
All items purchased at our Outlet locations and floor models purchased in our Design Shops are sold "as is," without warranty, and cannot be returned.
Contiguous US
All items picked up from your home by one of our preferred carriers will be subject to a 15% restocking fee, and all FedEx (parcel) item returns – except bedding, wallpaper & bath towels – will be subject to a $15 fee per return label. All return restocking fees will be deducted from your refund. Items cancelled in transit will be subject to a 15% restocking fee.
Hawaii & Alaska
All White Glove, Room of Choice, and Doorstep items delivered to Hawaii are final sale and non-returnable. All FedEx (parcel) item returns – except bedding, wallpaper & bath towels – will be subject to a $49 fee per return label from Hawaii and Alaska. All return restocking fees will be deducted from your refund. Items canceled in transit will be subject to a 15% restocking fee.
Canada
All items delivered to Canada are final sale and non-returnable.
Design Shops are unable to accept any physical merchandise returns. Please call your local Design Shop for assistance.
Returns are refunded in the original payment form for the merchandise price, less applicable return shipping fees. 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.
Original shipping and handling charges are non-refundable.
Taxes charged are refunded in accordance with state and local laws.
Unused gifted merchandise can only be returned by the recipient for S&L credit.
Customer is responsible for retaining original packaging or supplying their own equivalent packaging for return.
Items received with postage due will be returned to sender.
Contact us at 866.597.2742, customercare@serenaandlily.com, through the support icon on the bottom right corner of the page, or at any of our Design Shops and we are happy to assist.