60 Day Custom Order ArchivalUpdated a year ago

Due to the custom nature of the majority of our pieces, we will send a proof to the email used to place your order within 7-10 business days. Please add [email protected] so that you will receive our emails. If we do not hear from you (with modifications or approval) we will send 2 follow ups, one as a follow up email within several days of sending the initial proof and the final as a phone call if a phone number is provided.

This policy outlines the procedures for archiving and restocking custom orders that have remained inactive for 60 days or longer. Inactive custom orders refer to orders for which no activity, communication, or progress has occurred within the specified timeframe. The purpose of this policy is to streamline inventory management and ensure efficient allocation of resources. Additionally, a fee will be implemented to reactivate an archived order.

Archiving Procedure

1. Notification: Customers with custom orders that have been inactive or not received any communication for 45 days will be sent a notification via email, informing them of the approaching archival process. The notification will include a reminder of the order details and the consequences of inactivity.
2. Grace Period: Following the notification, customers will have a grace period of 15 days to respond, providing an update on their order status, requesting an extension, or requesting store credit (good for up to 1 year at time of issuance.)
3. Archiving: If no response is received within the 15-day grace period, the custom order will be archived. Archiving involves removing the order from active production and stock management systems, categorizing it separately for future reference and restocking the materials collected for the order.
4. Confirmation: Once the order is archived, customers will receive a final notification confirming the archival and restocking process. The confirmation will include information on how to reactivate the order, should they wish to do so in the future.

Restocking Procedure

Upon archiving an order, the materials collected (such as jumprings, charms, chains, etc.) specifically for that order will be reintegrated into the general inventory to be utilized for new orders. All digital proofs will be kept on file and can be used at any future time using the original order number.

Order Reactivation

Should you wish to reactivate an archived order, a fee of $20 will be applied to cover the administrative & studio costs associated with reactivating and collecting the pieces necessary to fulfill your order. You can submit a request for order reactivation by contacting [email protected].

Once we have received your request we will send an invoice for the associated fee and resend any proofs that had previously been sent. Once paid, we will resume our standard our production timeline.

Exceptions

Exceptions to this policy may be granted in extraordinary circumstances or with the prior agreement between the customer and Vana Chupp Studio. These exceptions will be documented to avoid future fees associated with reactivating an order. 

If you feel we did not adequately attempt to reach you before archiving your order, we are happy to address your concerns and reevaluate our processes to better serve our customers.

This policy will be reviewed and modified as needed to ensure its continued relevance and effectiveness.