| Customer Service > Frequently Asked Questions |
| FREQUENTLY ASKED QUESTIONS |
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| 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. |
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| 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 media 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 media code. |
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| Q: |
I was emailed a media code to receive a special promotion on my next online order. How do I make sure I receive the promotion offered? |
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During the checkout process, you will be given the opportunity to enter the 9-digit media code. You must meet all the criteria (i.e. minimum purchase) to qualify for the offer. |
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| Q: |
How can I find out about the status of my order? |
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You can view the status of your order online by clicking Order Status and entering your order number and zip code. |
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| Q: |
Is it safe for me to use my credit card? Is your site secure? |
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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. |
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| Q: |
What if I am not satisfied with my purchase? |
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The Lillian Vernon Guarantee backs every one of our items. If you are not 100% satisfied with your purchase, we will refund or exchange your item, even if it is personalized. Purchases are eligible for a return or exchange within 90 days of ship date. For additional details, please review our returns and exchanges policy. |
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| Q: |
Is there a charge for personalization? |
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No. Personalization is free of charge. |
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| Q: |
Can I order if I live outside of the United States? |
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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 757-427-7700. |
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| Q: |
When will I receive my order? |
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This depends on the delivery option you select. If you choose Standard Delivery, your order should arrive within 15 business days. If you choose Expedited Delivery, you will receive your order in four business days if none of the items you ordered are personalized, and five business days if you ordered any personalized merchandise. Next Business Day Air service is available Monday through Friday for orders placed by 11 AM EST, pending authorization of your order. See Shipping Info for the cost associated with each option. |
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| Q: |
Can you ship my order to another address? Can you ship gifts directly to recipients? |
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Registered members shopping with Lillian Vernon Online have the option to ship merchandise to a maximum of twelve different addresses, and include a gift message with each shipment. 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 and do not have access to gift messaging. |
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| Q: |
How many products does Lillian Vernon carry? |
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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. |
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| Q: |
How do you select the products Lillian Vernon sells? |
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Lillian and our merchandising team travel the world in search of unique items. Through years of successful merchandising, she has come to know exactly what her customers like. Every one of our products is backed by our 100% Satisfaction Guarantee. To submit an item for our catalog, email us at publicrelations@lillianvernon.com and complete details will be sent. |
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| Q: |
Does Lillian Vernon design its own products? |
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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!" |
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| Q: |
Is Lillian Vernon open to suggestions from consumers? |
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We always enjoy hearing from you, and our merchandising team values your input. Lillian Vernon works continually to improve its product line. We must be on the right track because often your suggestions mirror items we have marketed or have in development. While we welcome your suggestions, we do not pay for them. To send a suggestion, email us at publicrelations@lillianvernon.com. |
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| Q: |
Is Lillian Vernon a real person? |
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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. |
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| Q: |
What happens if I purchase an item and the price is incorrectly listed in your Web store? |
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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 custserv@lillianvernon.com or 1-800-901-9291. |
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| 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? |
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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. |
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| Q: |
How do I know that the toys I purchase from Lillian Vernon are safe? |
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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. |
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| Q: |
What type of payment do you accept online? |
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You can pay for your online orders using VISA, MasterCard, American Express & Optima, Diners Club, Discover Card/Novus, and/or Lillian Vernon gift certificates. |
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| Q: |
Does Lillian Vernon offer gift-wrapping? |
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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. |
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| Q: |
I left some items in my shopping cart on a previous visit but they weren't there when I returned. What happened? |
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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. |
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| Q: |
Does Lillian Vernon sell gift certificates? |
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Although we have sold gift certificates in the past, and will continue to honor valid unexpired outstanding gift certificates, we no longer sell them. |
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| Q: |
When I "log out" of the site, does that disconnect me from the internet? |
