Customer Service

Frequently Asked Questions

We've listed the most frequently asked questions from customers like you. Scroll down to see the answers to each question, or click on a specific question to go directly to the answer.


Q: If I order from the catalog online, how do I know I will get the same promotion(i.e. free shipping or gift with purchase) that is offered in the catalog I received in the mail?
A: During the checkout process, you will be given the opportunity to enter the promotion code that is printed in yellow on the back of the catalog, as well as on the order form. In order to receive any promotional offer tied to the print catalog you are ordering from (such as a free gift with purchase), you MUST insert the 9-digit promotion code.

Q: I was emailed a promotion code to receive a special promotion on my next online order. How do I make sure I receive the promotion offered?
A: During the checkout process, you will be given the opportunity to enter the 9-digit promotion code. You must meet all the criteria (i.e. minimum purchase) to qualify for the offer.

Q: How can I find out about the status of my order?
A: You can view the status of your order online by clicking Order Status and entering your order number and zip code.

Q: Is it safe for me to use my credit card? Is your site secure?
A: Yes. It is safer to use your credit card on our site than at a mall. Our site is equipped with Secure Socket Layer technology. If you access the Lillian Vernon site using a secure browser such as Netscape or Internet Explorer, the personal data you send us (name, address, phone number, credit card information, etc.) is encrypted for your protection during the transmission process and can only be decoded by Lillian Vernon. Click here for our Lillian Vernon Online Privacy Pledge.

Q: What if I am not satisfied with my purchase?
A: Our 100% Quality Guarantee

It's simple: We stand behind the quality of every product we sell. Period. If you are not completely satisfied with the quality of your merchandise, you may return it for a refund or replacement within 60 days*. Just contact us for return authorization before returning any product. A re-stocking fee may apply.

*Please carefully proofread your submission for all personalized items before ordering. All internet orders are produced exactly as submitted at point of purchase. Therefore, we cannot replace or refund orders that are submitted errantly.

Q: What characters are allowed in personalization?
A: Almost all characters are allowed when personalizing our products. The only exceptions are "foreign" or non-standard English characters - the only foreign characters that are allowed are á é í ñ ó ¡ Ü Ú ¿, all other foreign characters should NOT be used.

Q: Is there a charge for personalization?
A: No. Personalization is always FREE of charge.

Q: Can I order if I live outside of the United States?
A: At this time, Lillian Vernon only ships to domestic U.S., Puerto Rico, Guam, The Virgin Islands, Saipan, APO and FPO addresses. If you live in other parts of the world and can provide us with an address in one of these destinations, and a credit card, we can ship your merchandise to that address. Due to the wide range of shipping restrictions on our products, we request a physical shipping address to process your order (not a P.O. Box). You can place this order online or by calling 1-800-545-5426.

Q: When will I receive my order?
A: This depends on the delivery method you select. Please click here for more information on our delivery options..

Q: Can you ship my order to another address? Can you ship gifts directly to recipients?
A: Registered members shopping with Lillian Vernon Online have the option to ship merchandise to a maximum of twelve different addresses. During the checkout process, you will be given the option to select additional ship-to addresses and assign which items are shipped to each location. There is a charge of $4.98 per additional address above the normal shipping and handling charges. Customers who choose to shop as an unregistered guest can only ship to one address. Please note – if you would like to include a gift message with any of your shipments, then you must place your order by phone at 1-800-545-5426.

Q: How many products does Lillian Vernon carry?
A: There are more than 6,000 different items stocked for Lillian Vernon catalogs, retail stores, and our online store. Each year, we introduce more than 3,000 new products.

How do you select the products Lillian Vernon sells?  Are you open to suggestions from consumers?
A: Through the years, Lillian and the merchandising team traveled the world in search of unique items, and came to know exactly what our customers like.  Every one of our products is backed by our 100% quality guarantee.  We always enjoy hearing from consumers and while we don’t pay for product suggestions, we welcome your feedback.  To submit an item for our catalog, please contact us.

Q: Does Lillian Vernon design its own products?
A: Our product development team designs hundreds of items each year.that's one of the secrets behind our unique product selection. In addition, we search America and the world for great items you won't find elsewhere. Exclusive items in our catalogs are identified by the word "Exclusive!"

Q: Is Lillian Vernon a real person?
A: Yes. Lillian Vernon (born Lilly Menasche) founded the Company in 1951, using $2,000 of wedding gift money. She named the Company after Mount Vernon, New York, the town in which she founded the business. Today, as Founding Chairman, she continues to play a role as spokesperson and merchandising authority for the Company.

Q: What happens if I purchase an item and the price is incorrectly listed in your Web store?
A: We make every effort to ensure that all prices in the Lillian Vernon Online store have been proofed for accuracy. Although we strive for perfection, we may inadvertently enter an incorrect price. Should this occur, when your order is processed in our National Distribution Center, the error is identified and handled as follows:
  • If the price of the item you purchased is actually lower than the online listed price, we automatically make the adjustment and charge the lesser amount to your credit card.
  • If the price of the item you purchased is higher than the online listed price, your order will be processed, including the item in question, at the higher price. Once your order arrives, should you not wish to keep this item, please contact Customer Service and we will arrange for the return shipment as well as a refund to your credit card.
We apologize for any inconvenience caused by a pricing error. If you need further assistance, please contact a Customer Service Representative at or 1-800-545-5426.

Q: If I see an item with a lower price on the web site, can I get the same price through the catalogs or in your outlet stores?
A: You've just discovered one of the many advantages of being a Lillian Vernon Online customer! We often offer special online-only pricing on select products, our "Buy of the Week" and in our "Clearance" section. This special pricing is available only when placing your order through our secure web site. We apologize for any inconvenience or confusion this may present.

Q: How do I know that the toys I purchase from Lillian Vernon are safe?
A: All the toys sold in our catalogs and online are tested by an independent laboratory and comply with all applicable voluntary and mandatory safety regulations.

Q: What type of payment do you accept online?
A: You can pay for your online orders using VISA, MasterCard, American Express & Optima, Diners Club, Discover Card/Novus, and/or Lillian Vernon gift certificates.

Q: Does Lillian Vernon offer gift-wrapping?
A: Unfortunately, we don't offer gift-wrapping service at this time. However, if you're a registered online shopper, you can take advantage of our gift messaging and multiple address shipping services.

Q: I left some items in my shopping cart on a previous visit but they weren't there when I returned. What happened?
A: If you are a registered user and logged in during your last visit, all items in your cart are still there. Just log in during your next visit and these items will reappear. If you did not initially log in, or were shopping as a guest, the items are no longer in your shopping cart.

Q: Does Lillian Vernon sell gift certificates?
A: Although we have sold gift certificates in the past, and will continue to honor valid unexpired outstanding gift certificates, we no longer sell them.

Q: What is the SmartBuy™ Savings Club and what are the benefits of joining?
A: The SmartBuy™ Savings Club is our way of providing our customers with fantastic discounts and priority treatment! Click here for more information on all the great benefits you can receive as well as step-by-step instructions on how to join!

Q: I am already a SmartBuy™ Savings Club member. How do I get my discounts online?
A: The best way to enjoy your benefits online is to register once and sign in at the site each time you shop with your name exactly as it appears on your membership. Your discount will be applied automatically at check out.

Q: What is a care & packaging fee?
A: Answer: Prior to shipment, each and every order is expertly inspected, verified as accurate, and checked for quality. We also make sure all items are packaged properly, paying extra attention to protecting your purchases from breakage and shifting during transit. A small fee is charged for this specialized service.