FAQs
Ordering
What type of payment do you accept online?
Answer:
We accept American Express, Discover Card, MasterCard & VISA.
Do I have to pay sales tax on my order?
Answer:
As a result of a recent US Supreme Court decision and consequent state law changes, we are now required to collect sales tax in many states, and will begin collecting sales tax in additional states in the near future. Presently, we currently collect sales tax in AL, AZ, AR, CA, CO, CT, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, NE, NV, NJ, NM, NY, NC, ND, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WV, WI & WY.
Alabama residents: seller has collected the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Seller’s program account number is SSU-R010393255.
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:
Please visit our Returns & Exchanges page for more information.
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.
When will I be charged for my website order?
Answer:
For website orders, payment is processed at the time the order is placed.
Luxe Box Subscription
How does The Luxe Box work?
The Luxe Box is a seasonal subscription experience curated by Lillian Vernon. Each quarter, look forward to a delightful delivery featuring 4–7 handpicked items designed to bring charm, joy, and inspiration to your home and gatherings. Every season brings something new, carefully chosen to surprise and delight.
What can I expect in each box?
Each Luxe Box features a unique assortment of gourmet gifts, home accents, entertaining essentials, and kitchen favorites. Our Lillian Vernon team thoughtfully curates every item to celebrate the season’s spirit and add a special touch to your everyday moments.
Is The Luxe Box a good value?
Absolutely! Each Luxe Box delivers over $100 in value for a fraction of the price. Along with exclusive seasonal selections, you’ll enjoy the extra joy of curated surprises you won’t find anywhere else.
Can I use my promo codes on my Luxe Box?
The Luxe Box is excluded from Lillian Vernon promotions and discount offers. Subscription pricing reflects exceptional value and is not eligible for additional reductions.
Can I gift a Luxe Box subscription to someone else?
Yes, just create a new subscription—it’s that easy! The Luxe Box makes a thoughtful gift, and it’s a simple way to share joy!
When will my Luxe Box ship?
Luxe Boxes ship four times a year—once per season—approximately every 90 days after your initial subscription begins. Pre-orders typically ship at the start of each season. You’ll receive an email with tracking details as soon as your Luxe Box ships.
Note: If you are on a quarterly subscription, your card will be billed when each box is processed.
Where is my order?
Your first Luxe Box ships within 5-8 business days of placing your initial order (excluding weekends and holidays). Once your next Luxe Box is ready to ship, you’ll receive a tracking email with all the details. Boxes are shipped seasonally (quarterly), and you can always track your order by logging into your account.
Can I choose express delivery?
At this time, The Luxe Box ships via standard delivery to ensure consistent scheduling for all subscribers. While we don’t offer express shipping, your seasonal box will arrive with plenty of time to enjoy every carefully curated surprise.
Do you ship internationally?
Currently, The Luxe Box is available for delivery within the United States only.
Can I cancel or change an order?
You can cancel your Luxe Box subscription at any time before your next billing date. Please note that we cannot cancel or change that specific box once an order has been processed and shipped.
What’s your return policy?
Each Luxe Box is curated with care, and part of the joy is discovering each season’s surprises. However, if you’re not satisfied, please get in touch with us for instructions on how to return the box for a refund. Note—all products from the box must be included for a refund to be processed. Returning a box will result in the cancellation of your subscription and any/all future shipments.
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.