Returns & CancellationUpdated 2 years ago

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 ) 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% of the retail value will be taken out of the final value. Upon inspection and within 5 days of receiving, store credit will be issued (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.