FAQs
FREQUENTLY ASKED QUESTIONS:
I’m trying to add an item to my cart but it doesnt let me. Is it out of stock?
Unfortunately yes, this means that the item you are looking for is currently out of stock or discontinued. It is best to send an email to shop@hancholo.com with your information as well as the item that you are looking for. It is also a good idea to sign up for our email list so that you will know once item stock have been updated.
When will “Out of Stock” items be back in stock?
We do not have an exact time frame to specify when certain items will be back in stock however, it is a good idea to sign up for our email list so that you will know as soon as new items or restocked items have hit the site.
When will I receive my order? And what is “Made to Order” mean?
We process orders Monday - Friday. Our store offers items that are “in stock” and “made to order.” Orders that are in stock will ship within 2-3 business days of purchase depending on our order volume. All of our Precious Metals items are made to order, so that the item can be customized as desired by each customer. We ask that you allow 7 - 10 business days for all precious metals orders to be completed. Please note that if you asked for additional customizations such as engraving, this can delay orders an additional 2 - 3 business days.
My Ring Doesn't Fit, What can I do?
All of our shadow series pieces are made out of Stainless Steel and if your ring does not fit no worries you can just send it back in it's original packaging, Unworn and Unused for your correct size. For all Sterling Silver pieces depending on the complexity of the design we can resize it but we do charge a $60 - $75 re-sizing fee and we only start the re-sizing fee after we receive the ring back from you. Sterling Rings cannot always be sized down or up multiple sizes, mainly half sizes and in some cases one full size.
Can I place my order by phone?
Yes, if you would prefer to place your order via phone that is ok with us! Please call 323-660-4494 to speak directly with someone in our customer service department.
Where are your offices located?
Our offices are located at the below address:
3222 Glendale Blvd
Los Angeles CA 90039
PH: 323-660-4494
Are your offices open to the public?
Yes, our offices / showroom are open to the public. We strongly suggest that you call before coming to make sure that we will be available. **Please note that your directions will lead you to State Farm Insurance in the front of the building. Our entrance is located around the back thru the back parking lot. Please call if you have any trouble finding our secret lair. PH: 323-660-4494
Do you make custom jewelry?
Yes, we love creating original jewelry designs & specialize in custom work. This personalized approach includes a personalized creation that is determined fully by you. If we are able to create your design we will notify you letting you know why. Otherwise, we will create a CAD rendering of your design for your approval and once approved, we will move forward with the remaining process. This service cost varies on an individual basis and is based on the nature of the project. Please note that a deposit is required in order to start the custom project.
We also offer private label as well as wedding ring designs. Please visit our customs page to see a few of the past custom designs we have made.
We also currently offer customizations to most of our current Precious Metals assortment such as stone color change, engraving or resizing. However, because each of our pieces are different, so please email us with the below to see if the customization your wanting is available.
- Style Name
- Note any changes or special details you’d like i.e. engraving of “I’m Badass” in Old English Script or Green Stone instead of Red.
- Contact us to proceed with the next steps
Do you design wedding rings?
Yes, we feel honored when we are asked to design wedding rings for our customers. Please email us to discuss your options for wedding ring designs. Note that having an idea in mind to start the process makes things move much faster. Although, we are happy to build from the bottom up to create something extra special. *We usually ask that you allow 4-6 weeks for custom wedding rings.
Do you provide engraving services?
Yes, we provide engraving services please email shop@hancholo.com to enquire further about engraving on a piece. If you choose to have one of your items engraved, it can add 3-5 business days to your order.
How can I be sure of the authenticity of your jewelry?
All Han Cholo jewelry will have our mark somewhere on it. Because our pieces are so unique, that mark is not always in the same place based on the design. For all of our Precious Metals, Sterling Silver .925 and Vermeil orders you will see an additional mark on the item with a .925. Each item has been tested and Assayed verifying that these pieces are authentic .925 sterling silver. All of our Vermeil items (sterling silver .925 which is plated gold) will also have a .925 stamp on it. Below are a few of the authentic Han Cholo marks that you should expect to find.
However, if you have any additional questions on a piece, please do not hesitate to email shop@hancholo.com
Where is my order confirmation?
If you did not receive an order confirmation within 24hrs of placing your order please contact shop@hancholo.com for further assistance.
Why was my order canceled?
Occasionally an order might be canceled. Most often orders are canceled because you may have failed to respond in a timely fashion to an important email. Often these emails relate to an out of stock item or verification of information is needed before the invoice process can be completed. If your order has been canceled it is always best to please email shop@hancholo.com for further information on the reason.
I am an International customer, will I have to pay International Taxes & Duties?
All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer. If your order does require these additional charges, they must be paid by you in order for your package to clear customs. Some countries may require additional fees paid Collect on Delivery (COD). These fees are paid to the local carrier and are not collected by us. Unfortunately, we have no control over what local governments charge.
Customs authorities require that we state the value of your order directly on your package(s). Your country's customs agents have the right to release or deny release of your package(s), and in rare cases, they may also delay delivery.
