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FAQs + Shipping/Returns Policy

Christmas in July

If you ordered during our Christmas in July Sale (7/4-7/9) photos must be submitted within 72 hours after you order and no later than 8/15. Turnaround time on orders placed during the sale (with photos) is 5-6 weeks.

If you didn't upload photos with your order and are looking to email them, please send them to with the order number on the subject line. We do not start on your order until photos have been received.

2022 Mother's Day Shipping

For guaranteed delivery by 5/8 order by the following dates:

Products with Custom Silhouettes - Any products that requires us to create a custom silhouette from your photos.

Important: Due to COVID19 guidelines, some of our suppliers are continuing to operate in less than full capacity. This affects the delivery of some of our products (like Framed Silhouette Portraits, etc). We are making everything possible to not allow this to delay our production and turnaround times. Please don't hesitate to contact us if you have any questions about the turnaround times.

When will my order arrive?

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.

What type of pictures should I send?

We recommend you submit pictures that reflect your everyday style. For gifts like cuff links, jewelry, face profile pictures will create the most beautiful silhouettes. But full body photographs make adorable ornaments and silhouette wall art. For more advise on what photos to send, refer to the Photo Tips section of Our Process page.

I have a lot of picture but don't know which ones to send.

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.

How do I determine how many custom silhouettes to add to my item?

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 $10 for the first custom silhouette, and waive the fee for additional silhouettes.

Can I add more charms to my necklace as my family grows??

Absolutely! We love working with our customers as their families continue to grow! When you are ready to add more charms to your necklace, please get in touch with us, OR leave a note with your order telling us you want to add to your existing necklace. You can also mail your necklace to us so we can add the new charm/s and polish your entire necklace. You may choose to just purchase a loose charm which comes with a larger loop you can easily slide on your necklace.

NOTE: depending on how long it's been since your last order with us, the sizes of the charms could have changed slightly. We ask that you make every effort to let us know your previous order number, so we can do our best to match the size of the new charms to that of your old ones. To add a new charm to your necklace, simply purchase the charm of choice under the "Adding to your necklace" section of our shop. Simply follow the following steps:

If you're mailing your necklace in do so a way that guarantees it won't tangle. If your necklace requires extra attention due to a knotted chain, a fee will apply. A tangled necklace may also cause delays in production. You can email for any additional questions or advice on the safest way to send your jewelry to our studio.

Will I receive a proof?

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!) You can request one round of minor adjustments to the first proof (such as removing hair wisps or adding a few more curls) at no additional fee. But if a new silhouette is requested to be drawn from a completely different photo, an additional design fee of $10 will apply to the order (you will be billed separately for that).

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

How often do you run sales or promotions?

It all depends! You can follow us on Instagram @vanachuppstudio to stay up to date on promotions, new products, behind the scenes happenings and see samples of our work on our clients hands. Also make sure to sign up for our newsletter to get notifications before sales are happening.

Which material should I choose for my jewelry?

It is completely up to your personal preference. We offer our pieces in sterling silver, gold filled and 14K solid yellow, rose and white gold. Please refer to our Materials/Jewelry Care page to get more details on the properties of each metal before making your decision on which metal to choose. You can also contact us at any time with questions before you make a purchase.

Do you do repairs?

We do! We take great pride of the quality and craftsmanship of our pieces. Our jewelry is meant to be worn daily. However, jewelry is by its very nature delicate. If you should experience the need for a repair, we are here to help. We offer free repairs within 60 days for any breakage caused by manufacturer defect. We are also happy to re-polish any jewelry piece you purchased with us within 90 days of its arrival. Simply get in touch with us through our Request for Repair page. Products that have been altered by another jeweler are not eligible for repairs. International orders are not eligible for returns or repairs.

Will I be charged sales tax?

All orders shipped in Virginia are charged a 5.3% sales tax. This is because we have a physical location in Virginia. We do not charge sales tax to orders shipped in other states

What are your shipping rates?

We offer Flat Rate shipping for both Domestic and International. Orders over $275 ship for free within the US. We ship via UPS within the US on all website orders and USPS on International orders. The following are our shipping rates. Orders Over $650 will require a signature for delivery. Please contact us if you require your shipment to be delivered without a signature. Please note, due to Covid-19, shipping carriers may sign your package on your behalf.

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

UPS Express Mail (1-2 business days within the US) $45.00

USPS First Class International Parcel (CANADA) $19.00

USPS First Class International Parcel (AUSTRALIA) $39.0

USPS First Class International Parcel (ALL OTHER COUNTRIES) $19.00

Priority Mail International (ALL COUNTRIES) $50.00

Express Mail International (ALL COUNTRIES) $100.00

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: all our US orders ship via UPS and include a $100 insurance. Customers wishing to have their entire order's amount insured, should add Route to their purchase. Route is shipping insurance that helps you track, protect and resolve any issues related with theft or loss during shipment.

International Orders

We love shipping our products to people all around the world. Because of the time and cost associated with shipping our products internationally, all international orders are FINAL SALE. Many countries collect customs/duty fees for international purchases, so please review your country's international customs policies as we are unaware and are not responsible for the payment of those duties and fees. We are not to be held responsible for packages that have not been delivered by the country's local post office or the length of time packages are held at customs. By purchasing from our store, international buyers agree to our shipping policies. International orders can't be expedited. COVID19 UPDATE - We are still shipping internationally but orders are taking a long time to arrive to some countries. Please be advised of these potential delays when ordering for Christmas deliveries. We have no control over delivery times and are not to be held responsible. By purchasing from our store, international buyers agree to our shipping policies. Please note : International orders over $750 must be shipped via Priority Mail. Please check this option option when checking out.

Please note that the following countries have prohibited imports of Jewelry from the USA. Unfortunately, we can not ship any jewelry to these locations. Albania, Algeria, Andorra, Angola, Azerbaijan, Bangladesh, Belarus, Botswana, Bulgaria, Burundi, Republic of Congo, Czech Republic (gold jewelry is prohibited), Djibouti, Dominican Republic, Estonia, Gabon, Gambia, Guadeloupe, Guinea, India, Iraq, Israel, Kuwait, Lativa, Libya, Lithuania, Luxembourg, Moldova, Montenegro, Nepal, Nigeria, Pakistan, Palestine, Paraguay, Reunion, Russia, Rwanda, Senegal, Serbia, Syria, Togo, Tunisia and Yemen.

What is your return/cancellation policy?

We take great pride in our craftsmanship and carefully select each of the products we offer. The following policies take in consideration the time and effort it takes to create and curate each product while upholding industry best practices. 

Custom Products (any product created with custom silhouettes, birthstones or custom engraving) placed outside of a sale or promotion - You have within 24 hours to cancel your order for a 100% refund. After 24 hours, you can no longer cancel your order. Instead, we would issue store credit you can use to modify your order or to save for future use. If we have already begun working on your custom order, you would receive store credit minus the $10 design fee per each silhouette created. Vana Chupp Studio reserves the right to review policies on a case by case scenario.


Custom Orders placed during a sale or promotion.  - You have 24 hours to cancel. After that a store credit will be issued in the amount paid. If we have already begun working on your custom design, you would receive store credit minus the $10 design fee per each design created.

Custom pieces that have been "Approved" are Final Sale. -The email sent to you by our team, "Proof for Approval" that includes your proof explicitly lays out the details of your order and how to modify or update your order prior to production. An exception is if an error was made on our part that deviates from the original order/approved proof ( incorrect spelling or date, etc). However, that must be brought to our attention within 5 days of receiving.

Non Custom Items - (items that have zero customization available, such as some of our Last Minute Gifts products ) within 5 days of receiving, not been worn and in the original condition will be considered for a refund or exchange. A restocking fee of 15% of the retail value will be taken out of the final value. Upon inspection and within 5 days of receiving, store credit will be issued (minus the restocking fee and shipping cost). Customers will be responsible to ship the items back to the studio. Items will be inspected prior to receiving the return/exchange or credit. Vana Chupp Studio reserves the right to review policies on a case by case scenario.

Due to the highly customized, labor intensive nature of our designs, if we have already began crafting a custom item for you, we may not be able to cancel the pending order. 

Please refer to the description of each product before proceeding with a purchase. The size and specifics of each piece are clearly defined on the description of the product and should help answer any questions you may have.

House Illustrations : Once an order has been placed (and a deposit paid) you can cancel it within 48 hours. After that we aren't able to cancel your order (even if we haven't started yet). The reason for this is that we only can take a handful of house commissions at a time. If you order one, someone else can't! You can submit photos for your home illustration at a later time. Our photo submission deadline doesn't apply to this product.

Colors and Product Information

Vana Chupp Studio makes every attempt to accurately display all colors shown in this website. However, colors may very slightly due to the variation on the monitor they are viewed on. Colors printed vs seen on a screen are also slightly different. Metals are hard to photograph. We do our best to capture their true qualities and colors. Some facial features and hair detail might be slightly different on the final product than what shown on the proof especially when the product undergoes the laser cutting procedure. Metals melt slightly due to the heat released during the laser cutting causing some details like hair, nose and lips to get minimized. This is more visible on the tiny and medium charms as well as the silhouette rings and tiny pendants.

Please note that for our smallest size charms, some of the facial features might be less noticeable and not as clear compared to the actual proof you will receive. The digital proofs are done according to the size of the picture/s provided with your order. The actual silhouette charms are much smaller. If this is an issue for you, please opt for a larger size charm. We no longer include eyelashes on any of our jewelry pieces. We are happy to answer additional questions regarding sizing, prior to you placing an order.


14k Solid Gold - We use 14k solid yellow, rose and white gold on our heirloom jewelry so your pieces will last you a lifetime. Unlike plated gold, solid gold will not rub off or alter in appearance over time, is most hypoallergenic and durable for everyday wear. Gold should be cleaned regularly in order to maintain its beauty and luster. It can get dirty though. 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.

.925 Sterling Silver - The best way to clean your sterling silver charm, 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.

Gold filled - PLEASE NOTE: We are discontinuing this metal as of September 9, 2019. For more details please read our post here (

Brass - 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 use a mixture of a teaspoon of lemon juice with a teaspoon of baking soda until it forms a paste like consistency. Salt works great as a substitute to baking soda. Gently rub the mixture 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.

Gift Wrapping

Every Vana Chupp Studio piece is designed to be treasured, and every detail is given a great attention . Each item that leaves our studio is beautifully wrapped, ready to give as a gift. If your order is meant to be a gift, make sure to add our Signature Wrapping to your order. We can add a gift note to any order for you, if you wish. We can also ship a gift directly to the recipient. Just leave us the message in the during the checkout process. If you do not leave us a message indicating your shipment is a gift, your recipient may not be aware of who the package is from!


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