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FAQs + Shipping/Returns Policy

Typical Turnaround Times

Please click here to view our standard turnaround times for order custom pieces.

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 typical turnaround time can take up to 4 weeks (domestic) and up to 10 weeks (international) from the time you have approved your final proof. During our busy months March - May, July - August, and October - December you can expect a turnaround time up to 6 weeks. 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 and moments that you want to freeze in time. For items like our Silhouette Charms or Silhouette Portraits, photos in side profile form make for realistic silhouettes. For the Full Body Ornaments or the Full Body Portraits, we recommend photos that show the entire body (front or back facing).

For our products that do not require a silhouette photo, like our Custom Handwriting products, clear distinctive lettering make for the best transcription. Depending on penmanship, length of message may need to be adjusted for legibility.

For more tips on taking photos for perfect silhouettes, please refer to the Photo Tips section of Our Process page and the How to Take the Best Photos page from our Help site. Of course, we are always happy to review your photos or make recommendations prior to you placing your order.

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 are honored that you have chosen us to add to your collection! Please check out our Add A Charm product where you will find all the available options to add to your existing piece! This product includes the convenience of a Shipping Kit to send your existing jewelry back to us to handle the assembly! If you don’t see your item listed as an option - reach out to us!

Need to add engraving to your existing piece? We can do that! Please include the Add Engraving product to your cart.

Don’t need us to assemble? You can opt for a charm from our Loose Charm collection but it will automatically ship loose if another necklace or bracelet is not part of your order. Charms from the Loose Charm collection will arrive with a larger jump ring attached for easy universal ability to slide over the clasp.

Maybe the new charm is being gifted? Add a Shipping Kit to the purchase and let us know in your check out notes that you will send it back for assembly after the charm has been received.

NOTE: We make every effort to make sure the new matches and coordinates with the existing items from our shop but over time designs have been modified so we would love to know which previous order number or original order number we are matching to! Please reach out to for help if you are unsure.

Will I receive a proof?

All custom products (for which you have uploaded pictures for custom silhouettes, birthstones or custom engraving) can expect a proof to review within 10 business days. If after that timeframe you have not received a proof for review, first check your spam folder to see if it’s not stuck there. We will email your proof from our email address. If you are unable to find it there, reach out to the aforementioned email and we’ll look into it for you! Our Proof for Approval email contains a lot of important information regarding your order and next steps to complete production. For all other products such as our Ready to Ship, Stock Silhouettes or products that don’t involve any design work, you will 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 in the quality and craftsmanship of our pieces. Our jewelry is meant to be worn daily. However, jewelry is by its very nature delicate and therefore breakage may occur. We offer free repairs within 90 days of receiving and caused by manufacturing defects. Please see our Repair Evaluation to begin the process. We have a variety of other repair/replacement services available. If you do not see one that applies to your need, please contact us at and we can help with next best steps.

Once a repair quote has been received and/or confirmed, the customer will have no more than 30 days from quote date to proceed with repair. After which, a new quote will be required and cost adjustments may occur.

Products that have been altered by another jeweler are not eligible for repairs. International orders are not eligible for repairs.

Can I make changes to my order?

Yes! Changes to an order after it has been placed may be subject to a fee. You can view more information here.

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. Route Package Insurance is automatically included at checkout and customers have to manually opt out of the service coverage. It is optional, though highly recommended to keep. In the event your package is lost, stolen, or damaged in transit, Route ensures your lost, stolen, or damaged item is replaced immediately rather than having to wait the necessary time for a claim to be processed and paid out by couriers.

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/exchange/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. You have 24 hours to cancel your order for a full refund. Returns or exchanges must be requested within 5 days of receiving, not having been worn and in the original condition. A restocking fee of 15% of the retail value will be taken out of the final value. Customers are responsible for all shipping charges. Shipping Instructions will be given. We will not be held accountable for lost or damaged packages.

Once received and upon inspection that the item is confirmed to be in perfect condition will the return/exchange or store credit be issued. Items returned for exchanges are not eligible for any promotions or sale discounts originally used. Retroactive use of discounts are prohibited.

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.

Product Updates - Over time elements of our designs and products get updated. If adding on to a necklace or bracelet, our team will inspect your piece and make any needed adjustments to accommodate design changes (such as jump ring sizes).

Gift Wrapping

Every Vana Chupp Studio piece is designed to be treasured, and every detail is given great attention. Each item that leaves our studio is beautifully packaged, ready to give as a gift. You can add our Signature Wrapping to your order by clicking the box at checkout. You can also add a gift note to your order. Upon request, we can ship a gift directly to the recipient - simply adjust your final shipment location upon checkout.

NOTE: Due to some of our partnerships and shipping constraints, we can only gift wrap our jewelry and ornament products.


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Help Center

In an effort to answer all of your questions prior to order, we have created a Help site to provide all of the information you may want to know before placing your order.

As always, if you have a question that you do not see answer in our FAQ or the Help section of our site, please reach out to us directly at