For orders placed during our Christmas in July Sale (7/5-7/9) - If you didn't upload photos with your order, they are due within 72 hours of ordering or 7/12 the latest (if you want your order to be processed with our normal turnaround time). If you are having issues with capturing your photos, you might want to take advantage of our new Virtual Photo Session offer. Orders placed during a sale or our busy seasons have a turnaround of 5-6 weeks (domestic) and 6-8 weeks (international) from the time we receive your photos. If you uploaded photos with your order, your proof will arrive in about 10-14 business days.
If you didn't upload photos with your order and are looking to email them, please send them to email@example.com with the order number on the subject line. We do not start until photos have been received.
Important: Due to COVID19 guidelines, some of our suppliers are operating in less than full capacity. This affects the delivery of some of our products. 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.
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.
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.
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 $10 for the first custom silhouette, and waive the fee for additional silhouettes.
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 firstname.lastname@example.org for any additional questions or advice on the safest way to send your jewelry to our studio.
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 adding eyelashes or 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), if a proof is required, it will be $8 (and you can add this option when you place your order).
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.
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 REPAIR REQUEST form. International orders are not eligible for returns or repairs.
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
We offer Flat Rate shipping for both Domestic and International. Orders over $500 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 (ALL OTHER COUNTRIES) $19.0
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 do you plan 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 Priority Mail and include a $100 insurance. Customers wishing to have their entire order's amount insured, must contact us prior to having their orders shipped. This is a service we provide as needed/requested by each customer and is extra. This is only offered to our US customers.
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. 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.
We're happy when you're happy and we proudly stand behind each of our products. Custom pieces (any item created with custom silhouettes) are Final Sale. We do not accept returns or issue refunds for ANY custom item. An exception to this is an error made on our part that deviates from your original order (such as incorrect spelling of a name or date). However, we must be notified of the issue within 5 days of receiving the item.
Orders placed during a sale, can not be canceled. If you no longer wish to proceed with an order you have 24 hours to cancel. After that a store credit will be issued in the amount paid. In some cases a refund is approved by us (before the order has been sent to production). If an initial proof has been sent before the refund agreement, the custom fee for crafting your silhouette proofs can not be refunded. This fee will vary on the number of silhouettes that are crafted for your order (each custom silhouette is $10. Refer to the "How do I determine how many Custom Silhouettes to add to my item?" section of this page for tips on how we calculate the number of custom silhouettes)
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 change cancel the pending order. If you need to modify your order, please contact us within 24 hours. If you have placed an order and decide to cancel it at a later date, you can do so within 10 days of the date you placed the order (this can only be done if we have not started on your order). Orders that are over 10 days old can not be cancelled (even if we have not started working on your order). If you do not wish to proceed with the order you originally placed (and your order is older than 15 days) we are happy to offer you store credit in the amount of the 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.
Non custom pieces can be returned up to 30 days of receiving if they aren't worn and in their original condition. We charge a restocking fee of 10% for any non-custom pieces returned to us within the 30 day period. Past the 30 day period we can issue a store credit in the amount originally paid minus the 10% restocking fee.
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 are happy to answer additional questions regarding sizing, prior to you placing an order.
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.
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.
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 (https://www.instagram.com/p/Bync8rOlZSB). Gold filled is the next level and is an amazing, quality alternative to solid gold. Unlike gold plated, gold filled is formed from a mechanical bonding process that melts solid gold onto the base metal. Gold filled jewelry contains 5% solid gold which means the gold coating is much thicker than that of plated or vermeil jewelry. Gently clean your gold filled piece with a soft toothbrush and a small amount of mild dishwasher liquid. Rinse well and place on a towel to air dry. Be sure your charm is completely dry before storing.
A note on the gold filled material - Due to the cutting process, the edges of the gold filled charms are exposed base material (copper and brass) and like any non-solid gold metal, your piece will tarnish over time (for some people even after the first time they wear the piece). You can certainly slow down the tarnishing process by taking good care of your piece (using the instructions provided here and on the care card that comes with your order). Avoid wearing perfume, hair or deodorant spray. Perspiration also plays a role on how fast your gold filled piece will tarnish. Everyone's body chemistry is different and some people are more susceptible that others. If this is a concern to you of if you haven't purchased gold filled from us before, we strongly suggest you opt for the solid gold or sterling silver option instead.
A little more information on gold filled and why we use it...
First, what does gold filled actually mean? - Gold filled is a layer of 14k gold that has been bonded to a brass core. Think of it like an ice cream sandwich- with the ice cream in the middle being the brass and the chocolate cookie on either side being the 14k gold.
Why does gold filled tarnish faster than 14k solid gold? -Going back to our ice cream sandwich comparison; just as you can see the ice cream from the side of the sandwich, you can see the brass on the edge of your charms. Brass tarnishes at a faster rate than gold and will appear darker faster. The acid in your skin, sweat, perfumes, soaps, lotions, hairspray, makeup, sunscreen, chlorine, bromine (like in hot tubs), household cleaners, certain medications all can all speed up tarnish.
Additionally, over time the 14k layer can wear down causing more of the brass to be exposed and therefore more of the piece to tarnish. Unfortunately this is just the nature of a well loved and well worn treasure (check out your grandmother’s wedding rings and notice if the underside of the ring is much thinner than the top).
Why we love and use gold filled? - Simply put, we recognize that not everyone has the budget for 14k solid gold jewelry. We offer gold filled to have an alternative to the higher prices of solid gold while still keeping that beautiful, warm gold color.
Why not gold plating or brass? Gold plating, a process where and item is electroplated with gold, results in a very thin layer of gold actually on the piece. This thin layer can wear away within weeks on some people. We don’t feel it is a sustainable option for your future heirloom. Gold plated pieces typically contain 0.05% gold by weight while gold filled are required by law to contain a minimum of 5% gold. Brass has a nice golden color but many people are allergic to it. We don’t want to turn skin green! If you know you are highly sensitive to brass gold filled may still irritate your skin because of the raw edge. Please consider silver or 14k solid gold.
Some fine “scratch” marks are common and part of the handmade nature of our pieces (and more noticeable on the smaller charms). If you notice them, don't panic. Just know they are there for that reason.
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!