FAQs

Ordering

What type of payment do you accept online?

Answer:
We accept American Express, Discover Card, MasterCard & VISA.

Is it safe for me to use my credit card? Is your site secure?

Answer:
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.

If I order from the catalog online, how do I know I will get the same promotion (i.e. free shipping or % discount) that is offered in the catalog?

Answer:
During the checkout process, you will be given the opportunity to enter the promotion code that is printed in the yellow box on the back of the catalog. To receive any promotional offer tied to the print catalog you are ordering from (such as free shipping), you MUST enter the promotion code.

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?

Answer:
If you click through the email you received, the promotion code should automatically populate on your order & generate the promotion offered.

What is your return policy?

Answer:
We stand behind the quality of every product we sell. If you are not completely satisfied with the quality of your merchandise, you may return it for a refund or replacement within 60 days of the shipping date. NOTE: A re-stocking fee may apply.

AUTHORIZATION is REQUIRED for all returns. Please click here to contact us for authorization before returning any merchandise to us. We reserve the right to refuse all returns that are sent to us without prior authorization.

Personalized items: 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.

Does Lillian Vernon sell gift certificates?

Answer:
At this time we do not offer Lillian Vernon gift certificates.

I left some items in my shopping cart on a previous visit but they weren't there when I returned. What happened?

Answer:
If you are a registered user and signed in during your last visit, all items in your cart are still there. Just sign in during your next visit and these items will reappear. If you did not initially sign in, or were shopping as a guest, the items will no longer be in your shopping cart.

Shipping

Where do you ship? Do you accept international orders?

Answer:
At this time, we only ship orders to the U.S. and its territories (to include Puerto Rico, Guam, American Samoa, Northern Mariana Islands, The Virgin Islands, and APO/FPO addresses). All orders must utilize both a U.S. mailing and billing address in order to be processed. We do not ship internationally and therefore cannot process orders that utilize an international billing address.

Please note: a surcharge of $9.99 (in addition to Standard Shipping & Handling charges), applies to shipments to AK, HI, PR, APO/FPO and US Territories. Delivery to these locations may take up to 5 weeks.

When will I receive my order?

Answer:
This depends on the delivery method you select. Please click here for more information on our delivery options.

How can I find out about the status of my order?

Answer:
If you placed your order on our website & have an online account, sign in and click on “My Orders” on the left hand side. You will see a list of recent orders you’ve placed. Select an order from that list to see the status.

If you placed your order by phone or by mail, you may email us or call 1-800-545-5426 for your order status.

Can you ship my order to another address? Can you ship gifts directly to recipients?

Answer:
Of course! We can send orders to any address you wish within the United States. To designate an address other than your own, simply make your choices in Check Out where you’ll enter the recipient’s address. To ship your order to multiple addresses however, you must place your order by phone at 1-800-545-5426. Please note: you will be charged a fee for each additional “ship to” address, in addition to the standard shipping & handling fee.

What is a care & packaging fee?

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.

Product

Is there a charge for personalization?

Answer:
No. Personalization is always FREE of charge.

What characters are allowed in personalization?

Answer:
Almost all characters are allowed when personalizing our products. The only exceptions are "foreign" or non-standard English characters (such as á é í ñ ó ¡ Ü Ú ¿). These foreign characters should NOT be used.

How do you select the products Lillian Vernon sells?  Are you open to suggestions from consumers?

Answer:
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.

Does Lillian Vernon design its own products?

Answer:
Our product development team designs unique items for our catalog and website 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 are identified by the word "Exclusive!" in our catalogs and on our website.

How do I know that the toys I purchase from Lillian Vernon are safe?

Answer:
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.

Does Lillian Vernon offer gift-wrapping?

Answer:
Unfortunately, we don't offer gift-wrapping service at this time.

Is Lillian Vernon a real person?

Answer:
Yes. Lillian Vernon (born Lilly Menasche) was the founder and namesake of the Company. She started the Company in 1951 using $2,000 of wedding gift money, and named it after Mount Vernon, New York, the town in which the Company was founded.

She fulfilled a key role as Company Chairwoman and was a formidable spokeswoman and merchandising authority, prospering her home-grown mail-order catalog business to almost $300 million in revenue at the height of its prosperity.

Lillian passed away on December 14, 2015, at age 88.

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