YOUR QUESTIONS, ANSWERED.

Order Processing & Shipping Timelines

My processing time is 10-14 business days, and packages are shipped Monday-Friday. 

Processing time is M-F excluding Federal Holidays (i.e. the dates USPS doesn't deliver!) If you are curious about what range you will receive a shipping confirmation email, all you have to do is look at the date you ordered and count 10 and 14 business days ahead.

EX: an order placed on Saturday February 6 would have a shipping range of February 19 - February 25.

All items ship with USPS and have tracking numbers emailed to you at the time of shipment!

Due to the volume of emails I receive in reference to tracking numbers or order status in the middle of the processing timeline, please refrain from emailing me about status unless your package is overdue - which is highly unlikely, and if your order is overdue or late, you will always receive an email from me.

Once you receive a shipping confirmation with tracking, your order will be shipped within 48 hours. Please allow up to 72 hours for your package to show as accepted by the USPS, things are running slower than usual! Due to the current speed of USPS and mandates due to COVID-19, your package may be delayed by 1-5 days once it is accepted into the USPS network. ** The speed of postage you select does not impact the speed in which your order is processed. If you select Priority 2-Day Mail, you order will be processed as usual, and then be expedited through the USPS network. Due to the volume of orders I package on shipping days, I cannot expedite my standard processing time.


Cancellations, Exchanges + Returns -

I do not accept cancellations past 2 hours of payment. Due to the Made-to-Order and One of a Kind nature of my business, many orders begin processing immediately. To keep my prices affordable, I do not accept returns or exchanges on any items. I am available to answer any sizing, care, or materials questions you may have to ensure you're purchasing the right piece of jewelry! If your item arrives damaged, please email photos + your order number to hallie@shopcholla.com and I will do whatever I can to replace your exact item, or provide you with a new set that is comparable!!

Where is my package?

Sometimes delays at the post office occur - especially during COVID-19, winter, and storm seasons!

**** All packages are shipped using USPS FIRST CLASS MAIL, once a package leaves my possession and is scanned into the USPS network, I am no longer liable for/aware of your packages location. In the event of a delayed delivery/attempted delivery, please contact your local USPS to arrange a pick up or repeat delivery. I am unable to request repeat deliveries on your behalf, and am unaware of your packages whereabouts as soon as it leaves my possession. 

In the event that you cannot locate your package, please contact your local branch of USPS to inquire about your packages location. Often times it is 1) scanned as delivered too early, 2) placed in a neighbors mailbox, 3) placed in a different drop area than your mailbox, or, 4) delayed in transit without being scanned.

As per their website - with your tracking number provided with your shipping confirmation, you should contact your USPS branch to inquire with the mail carrier on where the package was left. In the event that your package is LOST IN TRANSIT, please file a Missing Mail Claim with USPS, and email a copy of the USPS confirmation that it has been lost in transit. I will be happy to work with you on getting a replacement when possible, or an exchange!

I am unable to inquire with the USPS about the location of your package as soon as it is scanned into the USPS network.

Please always double check your address is correct at the time of ordering! :-)

Care instructions

Please check out my Care Instructions page linked here!

My earrings arrived different than what I expected.

If you are ever interested in more information about our jewelry, please reach out via Instagram DM, or through the Contact form at the bottom of our website.

For sanitary reasons, and to keep the cost of products low, we don't accept returns or exchanges on my earrings, but we are committed to your happiness! Please contact us ASAP so that we can find the best solution for you, together.

Are the earrings heavy?

Not at all! All of my earrings are super lightweight, and will not pull or tug at your lobes. Most earrings are under .5oz, and when packaged with shipping materials, and box, are under 2oz.

Custom and personalized orders

Due to the demand of classic styles, I am unable to accommodate custom orders at this time, but offer custom engraved Corazon earrings as well as occasional custom order slots :-)

Can I customize the backs on the post earrings?

Yes! I have post-stretched lobes myself, so I do offer two types of backings on post styles. If you'd like backs with the soft plastic bumper around it, please leave it in the special instructions on the checkout page.

I had an oops! with my new earrings!

Please message me if you have any oops moments with your Shop Cholla earrings! I would be happy to repair your jewelry if possible.

Gift wrapping and packaging

During the holidays, I offer gift wrapping, and all packages mailed are considered 'gift ready' which means they are carefully packed with tissue, a sticker, and a care card. I'm unfortunately unable to personalize messages in packages at this time. No orders are sent with gift receipts or prices, including those sent to someone else. Not sure what to get, or not sure what your recipients style is? I offer gift cards in multiple denominations so that they can choose :-)

What can I expect my raw brass to look like when I receive it?

Raw brass is an unplated metal that is a perfect addition to any earring style! Since it is unplated, it will have variations to each piece, which makes your pair extra unique!

To keep your brass shiny and tarnish-free, store in a cool, dry place, don’t expose to oils or water, and treat with care! Buffing olive oil with revive shine, and buffing pure lemon juice will reduce tarnish.

Want to cut through the tarnish quickly? Use a jewelry brass cleaner such as BRASSO (what I use) and follow the instructions on the bottle. Ensure to only touch BRASSO on the areas are raw brass, and be careful not to touch clay, acrylic, bead, or plated gold with it! 

Your earrings will treat you well, so long as you treat them well ♥️

I entered the wrong shipping address!

Please message me as soon as you can if you enter an incorrect address! Please ensure that you enter the correct address when you order your earrings, as I am NOT liable for your package as soon as it leaves me!! When in doubt, send me a message ASAP!! 

I placed more than one order, can I condense them?

Orders can usually be combined, unless they've already entered packing. In the event that you'd like to combine orders, please email us hallie@shopcholla.com or use the contact form below and send your order numbers. Shipping overages will always be refunded! Due to an overwhelming amount of DM's - Shop Cholla can no longer handle order questions over Instagram, and will only make adjustments via email. If you purchased more than 1-2 business days apart, your first order will ship when your second (third, plus etc..) is ready! 

I live local to San Diego County, can I pick up my order?

I offer porch pick ups in the Altadena neighborhood of North Park. At checkout, select "Local Pickup" as your shipping option, and you will be emailed with pick up instructions, and how to select a time frame to pick up your order completely contactless. Please note that I do multiple pick ups a day from my porch, and it is super important that you are timely when picking up your order, so that other customers are able to safely pick up their order in their time frame, and so that I'm able to let my dogs out during non-pick up times :)

Where do you ship?

Due to the recent extreme delays in domestic and international processing, I am only shipping within the USA and CAN. I will resume international shipping to MX, EU, and AUS as soon as I am able to! Currently, I cannot offer shipping to the UK due to new VAT policies. Please note that as soon as a parcel is accepted into the USPS network, I am no longer aware of its location or status, or liable for the package.  With customs delays, some packages have been delayed up to 6 weeks for mandated quarantine - if you have any questions about the whereabouts of your package while in transit, you will need to reach out to your local Post Office, or Customs Agency. Certain countries require VAT and processing fees that are not included in the price of your order, and will need to be paid in order to receive/release your package. If a package is not claimed from your customs agency, and is returned to me, I will refund you the total cost of merchandise, taxes, and half of your paid shipping cost.