Please review our holiday ordering deadlines to help ensure your gifts arrive in time for Christmas. Orders placed after the listed deadlines cannot be guaranteed for Christmas delivery.

Our custom pieces take time to create, and we encourage ordering early whenever possible.

Standard Shipping: November 20
Expedited Shipping: November 25

Photos must be received within 72 hours of ordering, no later than November 23. Proofs must be approved by November 30.

For Pavé, Partial Pavé, and Enamel designs, we recommend ordering by October 20 and approving proofs by October 27.

Standard Shipping: November 27
Expedited Shipping: December 2

Proofs must be approved by December 4.

Order by December 14. Proofs must be approved by December 20.

If you can't decide which pictures to upload or need some help selecting the best ones, please feel free to include 1-2 extra pictures. We would be happy to look through them and pick the one we feel best describes the subject. Before you place an order, please take a moment to familiarize yourself with the type of photos we use. Refer to the Photo Tips section of Our Process page.

If you have one child, pet, etc, you need to select 1 Custom silhouette. For a family of four (dad, mom and two kids) you would need to select 4 Custom silhouettes. Each subject requires its own custom silhouette to be drawn. That said, in some products like the classic charm necklaces, we only charge a $20 for the first custom silhouette, and waive the fee for additional silhouettes.

All custom orders (orders for which you have uploaded pictures for custom silhouettes) receive one electronic proof within 7-10 business days of placing the order (expect longer turnarounds during busy holiday seasons!) We're happy to make any desired adjustments at this time.

If you're not happy with the silhouette after making adjustments, we offer the option to redraw using a new photo for $20. Simply let your silhouette artist know that you'd like to send a new photo and they can help you through the process of purchasing a redraw.

For orders that don't require custom silhouettes to be drawn (but rather selected from our stock silhouettes), you may not receive a proof.

If you have not received a proof within the 7-14 day time frame, please reach out to orders@vanachuppstudio.com or call us at 804-899-8111.

We've put together several guides to help you find what size would work best for you!

• Necklace Length Guide
• Bracelet Sizing Guide
• Ring Sizing Guide

We use 14k solid yellow, rose and white gold on our heirloom jewelry so your pieces will last you a lifetime. We also offer 10K solid gold on our best selling designs. Unlike plated gold, solid gold will not rub off or change in appearance over time, and is the best metal for everyday wear. Gold should be cleaned regularly in order to maintain its beauty and luster. Like any precious metal, solid gold does scratch, so be mindful. Using the included polishing cloth to clean is highly recommended to ensure the longevity of your pieces.

Can I mix and match 14K with 10K?

Yes! You can still use our 14K options, such as jumprings and chains, to customize your charm. Add them to your cart when purchasing your charm and leave us a note for assembly.

With the exception of Ornaments and Keychains, we have discontinued the use of Sterling Silver as of July 1, 2023.

For more details, please read our post HERE. If you have any additional questions about this decision, or are in need of a repair, please don't hesitate to reach out at info@vanachuppstudio.com

The best way to clean your sterling silver charm or ornament, and to prevent or remove dirt and tarnish, is to use a silver polishing cloth or any anti-tarnish silver polish which can be found at your local supermarket or drugstore. Rub the cloth on the charm until it's shiny again.

Our Keychains and Ornaments are still available in .925 Sterling Silver.

Gold Filled

With the exception of lockets, we have discontinued this metal as of September 9, 2019.

For more details please read our post HERE.

We use brass on our silhouette and home ornaments. Brass is a base metal and it will tarnish over time receiving a unique patina. This is completely normal.

The best way to clean your ornament, and to remove dirt or tarnish is to gently rub ketchup over the ornament. Rinse throughout with hot running water and dry immediately with a cotton dish towel. Brass will tarnish quicker than silver and over time obtain a beautiful patina. Please store your ornaments on its original box to ensure they stay beautiful year after year.

We also offer Ornament Polishing Cloths that are perfect for restoring ornaments, silverware and even jewelry to their original state – quickly and easily. Made of premium cotton in Cape Cod, these cloths are pre-moistened with the perfect amount of polish. These are available when purchasing an ornament, or by themselves.

We offer Professional Cleaning if you'd like us to get your ornaments looking good as new with the same cleaning and finishing processes we use when we receive your piece back from production.

If you'd like to keep your ornaments looking fresh and never have to worry about tarnishing, we recommend Powder Coating (only available for Brass.)

Every silhouette piece we create is custom and one of a kind and it takes time to make it just right. Our normal turnaround time is 4 weeks* (domestic) and up to 10 weeks (international) from the time you have approved your final proof, although during our busy season (like Mother's Day and Christmas) expect even longer turnarounds.  We know what's it like to wait for a package to arrive and we make every effort to send your order within our specified turnaround time. 

If you have not received a proof within the 7-14 day time frame, please reach out to orders@vanachuppstudio.com or call/text us at 804-269-1664.

*Please note there may be additional turnaround time for pieces requiring extra care, such as:

• Engraving
• Enamel
• Stone setting
• Repair or Add-A-Charm orders waiting on piece to arrive to us.

You'll find more information on the specific product page in the product description.

While we do everything in our power to speed along the process, our jewelry is all made-to-order and takes time. We offer several options that can speed along the process:

Use a stock silhouette

• We have a wide range of already created silhouettes, both people and pets. You can add your own personal touch by having them engraved!

Use a previously created silhouette

• If you've ordered with us before, we save all previously created proofs. If you plan on ordering, you can purchase a Digital Silhouette beforehand to keep on file.

Expedited Services

• Expedited Services can offer a "cut in line" in front of other orders. We will prioritize your piece to try and meet your deadline. If you have a specific deadline, please let us know (either in order notes or by emailing us at orders@vanachuppstudio.com) as soon as you're able so that we can operate accordingly. This can speed up the process by approximately 1 week, depending on time of year.

Expedited Shipping

• You can purchase Expedited Shipping at checkout when you place your order.

Sneak Peeks

• Sometimes orders are too close to your desired deadline for us to get everything finalized and too production, we can offer digital Sneak Peeks where we put together a preview of the product you're ordering and your already approved custom silhouette with a special note that you can print and provide as a "what is to come" gift.

Gift Cards

• Our gift cards are delivered 100% digitally and instantly!

The sooner you let us know, the more we are able to make adjustments to try and meet your deadlines. We are always happy to answer questions and help you determine the best course of action and what we are able to do to help! As a reminder, if you are ordering a custom piece please keep an eye on your inbox for your proof. We never send a custom piece to production without first sending you a proof to review. The sooner you review and approve your proof, the sooner we can send it to production.

At this time, we are not able to speed up production on any international orders.

If you do not need or want a custom silhouette, we offer many Ready to Gift items!

We ship all orders via UPS Ground. Orders over $350 ship for free within the US. The following are our shipping rates.

UPS Ground (2-7 business days within the US) $10.00

UPS 2nd Day Air (1-2 business days within the US) $45.00

Over of $500+ will require a signature for delivery. Please contact us if you require your shipment to be delivered without a signature.

Expedited Shipping is different from Expedited Production. If you want an order to be expedited, you should let us know when you would like to receive it by. That will help us determine the total expedited cost. Expediting production of your order is an additional cost of $35 (can be ordered HERE) - plus the cost of expedited shipping $45 within the US.

Please note that shipping times DO NOT include the processing time required for your order to be created. The processing time for your item can be found in the item description page of each design. We are not able to refund for lost packages that have been confirmed as "delivered" by either carrier or for orders that arrive late due to postal service error.

IMPORTANT: We recommend you opt in for Route shipping insurance which helps you track, protect and resolve any issues related with theft or loss during shipment. Vana Chupp Studio is not responsible for carrier delays, packages lost in transit, theft or damage.

Due to the ever evolving changes with shipping and international customs regulations, we have adopted a model in which if you are able to place your order than we can ship to you. The cost of shipping is calculated at checkout and varies per location. In most cases we will ship via UPS Worldwide.

Please note, that we are not responsible for any import taxes, VAT, or custom duties. These are determined by the destination country and are out of our control. It is the responsibility of the customer placing the order to be aware that these may apply before receiving your order.

Due to the custom nature of the majority of our pieces, we will send a proof to the email used to place your order within 7-10 business days. Please add orders@vanachuppstudio.com so that you will receive our emails. If we do not hear from you (with modifications or approval) we will send 2 follow ups, one as a follow up email within several days of sending the initial proof and the final as a phone call if a phone number is provided.

This policy outlines the procedures for archiving and restocking custom orders that have remained inactive for 60 days (30 days for orders placed during sale) or longer. Inactive custom orders refer to orders for which no activity, communication, or progress has occurred within the specified timeframe. The purpose of this policy is to streamline inventory management and ensure efficient allocation of resources. Additionally, a fee will be implemented to reactivate an archived order.

ARCHIVING PROCEDURE

1. Notification: Customers with custom orders that have been inactive or not received any communication for 45 days will be sent a notification via email, informing them of the approaching archival process. The notification will include a reminder of the order details and the consequences of inactivity.
2. Grace Period: Following the notification, customers will have a grace period of 15 days to respond, providing an update on their order status, requesting an extension, or requesting store credit (good for up to 1 year at time of issuance.)
3. Archiving: If no response is received within the 15-day grace period, the custom order will be archived. Archiving involves removing the order from active production and stock management systems, categorizing it separately for future reference and restocking the materials collected for the order.
4. Confirmation: Once the order is archived, customers will receive a final notification confirming the archival and restocking process. The confirmation will include information on how to reactivate the order, should they wish to do so in the future.

ORDER REACTIVATION

Should you wish to reactivate an archived order, a fee of $25 will be applied to cover the administrative & studio costs associated with reactivating and collecting the pieces necessary to fulfill your order. You can submit a request for order reactivation by contacting orders@vanachuppstudio.com.

Once we have received your request we will send an invoice for the associated fee and resend any proofs that had previously been sent. Once paid, we will resume our standard our production timeline.

EXCEPTIONS

Exceptions to this policy may be granted with the prior agreement between the customer and Vana Chupp Studio. These exceptions will be documented to avoid future fees associated with reactivating an order. 

If you feel we did not adequately attempt to reach you before archiving your order, we are happy to address your concerns and reevaluate our processes to better serve our customers.

This policy will be reviewed and modified as needed to ensure its continued relevance and effectiveness.