Do I need a receipt to return items at Serena & Lily?

Receipt requirement: digital ok. Refunds are issued in the original payment form for the merchandise price..

What items cannot be returned at Serena & Lily?

Gift certificates are not eligible for return.. Fabric yardage, fabric swatches, opened wallpaper, or wallpaper swatches are not eligible for return.. Mattresses, mattress foundations, art collection items, nursery cribs, and previously installed lighting or hanging items are not eligible for return.. Custom items are final sale and not eligible for return or cancellation.. Items purchased at Outlet locations and floor models purchased from Design Shops are sold 'as is' and cannot be returned.. Bedding (excluding pajamas, robes, and loungewear) and bath towels can be returned for a full refund within 60 days of receipt, with complimentary return labels provided.. Unopened wallpaper can be returned for a full refund within 60 days of receipt, with a complimentary return label provided..

← All return policies

Serena & Lily Return Policy

Q: What is Serena & Lily's return window?

Serena & Lily allows returns within 30 days of delivery for most items; 60 days of receipt for unopened wallpaper, bedding (excluding pajamas, robes, and loungewear), and bath towels. of purchase. Customer must contact Customer Care within the specified return window to initiate a return and request a return authorization. Customer is responsible for retaining original packaging or supplying their own equivalent packaging for return. Return shipping fees may apply and will be deducted from the refund amount.

Last verified: 2026-03-20

Official Serena & Lily PolicyVerified

www.serenaandlily.com/returns

2026-03-20

Summary

Serena & Lily offers a 30 days of delivery for most items; 60 days of receipt for unopened wallpaper, bedding (excluding pajamas, robes, and loungewear), and bath towels. return window on most items. Customer must contact Customer Care within the specified return window to initiate a return and request a return authorization.. Receipt is required. Refunds are issued via refunds are issued in the original payment form for the merchandise price.. Notable exceptions include gift certificates are not eligible for return., fabric yardage, fabric swatches, opened wallpaper, or wallpaper swatches are not eligible for return., mattresses, mattress foundations, art collection items, nursery cribs, and previously installed lighting or hanging items are not eligible for return., and more. Refund processing: Please allow 2 to 3 weeks for processing after items are received at their facility. The timing of the refund may depend on the policies of your financial institution and method of payment..

Return Window

30 days of delivery for most items; 60 days of receipt for unopened wallpaper, bedding (excluding pajamas, robes, and loungewear), and bath towels.

Receipt

digital ok

Return Conditions

Customer must contact Customer Care within the specified return window to initiate a return and request a return authorization.
Customer is responsible for retaining original packaging or supplying their own equivalent packaging for return.
Return shipping fees may apply and will be deducted from the refund amount.

Refund Methods

Refunds are issued in the original payment form for the merchandise price.

Exceptions & Restrictions

Gift certificates are not eligible for return.
Fabric yardage, fabric swatches, opened wallpaper, or wallpaper swatches are not eligible for return.
Mattresses, mattress foundations, art collection items, nursery cribs, and previously installed lighting or hanging items are not eligible for return.
Custom items are final sale and not eligible for return or cancellation.
Items purchased at Outlet locations and floor models purchased from Design Shops are sold 'as is' and cannot be returned.
Bedding (excluding pajamas, robes, and loungewear) and bath towels can be returned for a full refund within 60 days of receipt, with complimentary return labels provided.
Unopened wallpaper can be returned for a full refund within 60 days of receipt, with a complimentary return label provided.

Online / Mail Returns

Returns can be initiated by contacting Customer Care at customercare@serenaandlily.com or by calling/texting 866.597.2742.
Items returned via FedEx are subject to a return label fee per shipment, except for bedding, wallpaper, and bath towels.
Items returned via Home Pickup are subject to a return shipping fee per item.
Orders canceled after they have shipped, or refused at delivery, are subject to return shipping fees.

In-Store Returns

Design Shops accept returns on most items purchased and taken home directly from the shop, such as pillows, throws, and small accessories.
Items shipped to your home are not eligible for return at Design Shop locations; contact Customer Care for assistance with these returns.

Gift Returns

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

Damaged or Defective Items

For items purchased through the Trade Program, returns are accepted for manufacturing defects after 60 days of receipt.
Some Serena & Lily warranties may cover manufacturing defects, malfunctions, and repairs.
Contact Customer Care for assistance with damaged or defective items.

Additional Notes

Original shipping and handling charges are non-refundable.
Taxes charged are refunded in accordance with state and local laws.
Many items are crafted from natural materials and finished by hand, so variations in color, texture, and finish are expected.
A 50% non-refundable deposit is collected when a custom order is placed, with the remaining balance charged when the item ships.