FAQS + Shipping/Returns Policy
Christmas Delivery Ordering Deadline
For orders placed during our Early Bird Holiday Sale (10/15-10/22) - If you didn't upload photos with your order, they are due within 72 hours of ordering or 10/25 the latest (if you want your order to arrive by Christmas). Orders placed during 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 14 business days.
Christmas Delivery (within the US) Ordering Deadline - November 15 : Orders with new Custom Silhouettes, November 20 - Orders with silhouettes on file or non-silhouette products (with standard priority mail shipping) and November 25th with expedited shipping. International orders placed after 10/30 can't be guaranteed delivery by Christmas. Orders placed after our cut off dates, will be worked on and shipped in January 2021.
If you didn't upload photos with your order and are looking to email them, please send them to firstname.lastname@example.org 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. We are in constant communication with both our suppliers and customers. 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 (approx. 5-6 weeks domestic and 8-10 weeks international). We know what it's 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 pictures 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.
Can I add more charms to my necklace in the future?
Of course. To add a new charm to your necklace, simply purchase the charm of choice under the "Loose Charms" section of our shop. Simply follow the following steps:
Mail your necklace in 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 email@example.com 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 (14 business days 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). This covers the time it takes our silhouette artists to craft the new silhouette.
For orders that don't require custom silhouettes to be drawn (but rather selected from our stock silhouettes or use silhouettes on file from previous orders), we may not send a proof. Please notice, all our communication about your order is done via email. We do not call customers. Make sure our email address "orders@vanachuppstudio" is marked "not spam". We are not responsible for emails with proofs that end up on your spam folder.
How often do you run sales or promotions?
We don't offer many sales and promotions because of the custom nature of our products and the time it takes to craft each one! 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.
Will I be charged sales tax?
All orders shipped in Virginia are charged a 6.3% 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.
Flat Rate UPS Ground (2-3 business days within the US) $10.00
Flat Rate Express Mail (1-2 business days within the US) $45.00
First Class International Parcel (CANADA) $19.00
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 (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.
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.
What is your return/cancellation policy?
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.
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.
What do I do if my package is lost of stolen?
Please reach out to UPS and reference your tracking number. Once a claim has been filed contact us so that we can coordinate next steps.
We recommend you add Route to your order. Route is shipping insurance that helps you track, protect and resolve any issues related with theft or loss during shipment.
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 (for lockets only) 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.
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.
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. Metals are hard to photograph. We do our best to capture their true qualities and colors.
METAL PROPERTIES + JEWELRY CARE
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 gold filled or plated gold, solid gold will not rub off or alter in appearance over time and is durable enough to withstand daily use. Like any precious metal, solid gold does scratch, so being mindful and using a scratch free 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).
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!