Terms & Conditions
All of these questions and more are also available on our FAQ page!
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. 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.
Can I add more charms to my necklace in the future?
Absolutely! We love working with our customers as their families continue to grow! When you are ready to add more charms to your necklace you can purchase our Add-A-Charm product. The product options will guide you through the entire process.
Once your order comes through, we will send a Ship Kit your way, within about a week's time, that includes all of the materials and instructions you need to safely send your existing piece back to us. The entire Add-a-Charm process can take anywhere from 3-4 weeks depending on the product or alterations ordered.
If you have questions, don't hesitate to email us at info@vanachuppstudio.com before or soon after ordering.
Please note, this product/service is intended for US customers who already own a necklace or bracelet from our shop and would like to add on to it.
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!) 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.
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.
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. Due to recent changes and regulations on state taxes, we are required to charge state tax on a few other states including NC, SC, GA. To find out if you're going to be charged a state tax, simply add the items to your cart and start a checkout process. If applicable, any state taxes will appear before you submit payment.
What are your shipping rates?
We offer Flat Rate shipping for both Domestic and International. Orders over $350 ship for free within the US. We ship via UPS. The following are our shipping rates. Orders Over $499 will require a signature for delivery. Please contact us if you require your shipment to be delivered without a signature.
UPS Ground (2-7 business days within the US) $10.00
UPS Express Mail (1-2 business days within the US) $45.00
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 of our orders ship via UPS and include a $100 insurance. Route Insurance will cover the full value of your order and is strongly encouraged for orders valued at over $500. Route is shipping insurance that helps you track, protect and resolve any issues related with theft or loss during shipment with ease. Vana Chupp Studio is not responsible for packages lost in transit, theft or damage.
Due to the ever evolving changes with shipping and international customs regulations, we have decided to no longer ship internationally. We've enjoyed shipping our products internationally for the past 16 years!
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 $20 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 $20 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% (for products retailing up to $4500) or 20% (for products retailing over $4500) of the retail value will be taken out of the final value. Upon inspection and within 5 days of receiving, a refund will be issued (minus the restocking fee and shipping cost.)
Return inquires received after the 5 day window, but before 30 days, will receive store credit instead (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.
What do I do if my package is lost of stolen?
Vana Chupp Studio is not responsible for packages lost in transit, theft or damage.
If you purchased Route Package Protection at checkout and believe that UPS or the postal service has lost your piece, or it has arrived damaged, you can start your claim by visiting https://claims.route.com/ you will need your e-mail address and order number.
Follow the prompts once you have entered that information and Route will automatically place an order for you that we will receive on our end so that we can quickly get your order put back into production.
If you opted out of Route Package Protection please reach out to us so that we can assist in filing a claim. As a small business, we gladly cover jewelry orders up to $100 in lost value via carrier shipping insurance at no additional cost to you, once your piece has left our studio it is out of our hands and we rely on the carrier to safely get the final product to you.
Which material should I choose for my jewelry?
All of our jewelry (with the exception of a few lockets) is 14K solid yellow, rose and white gold. Please refer to our Materials/Jewelry Care page or the FAQ below 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.
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 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 - With the exception of Ornaments and Keychains, we have discontinue 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.
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 packaged in a VCS branded jewelry box or pouch.
If your item is meant to be given as a gift, safe yourself the time and hassle, we will wrap it for you! We offer a VCS branded gift wrapping option that can be added during checkout.
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!
DISCLAIMER
By shopping on our site you acknowledge our Copyright Notice and Terms of Use.