FAQ’s
How much does delivery cost?
Delivery is on us—yes, free nationwide in South Africa! Our trusty sidekick for all things delivery is The Courier Guy (who’s basically the superhero of shipping).
How long does delivery take?
We’re not saying we have a time machine, but we do aim to ship your order as quickly as humanly possible. At the latest, you’ll get it within 10 working days of payment. The Courier Guy will send you a tracking number, so you can track your precious cargo every step of the way!
No deliveries on weekends or public holidays
As much as we’d love to work around the clock, our delivery heroes need their weekend naps too.
Why do you need my phone number?
We promise we won’t prank call you. We just need your phone number so The Courier Guy can give you a heads-up when your order arrives.
Do you deliver to PO Boxes?
Sorry, no PO Boxes allowed. We need a real, human address to make sure your goodies find their new home!
Does SHELBY FINDS ship internationally?
Typically, we keep it local in South Africa. But hey, if you’re outside the country and really want something from us, drop Sian an email at info@shelbyfinds.co.za.
How do I care for my Hand-Tufted Wool Rug?
Warning: These rugs are delicate little creatures. Here’s how to love them without causing any drama:
Water? Nope! Keep your rug far, far away from water or moisture. It’s a rug, not a sponge.
Shedding: All wool rugs shed. Don’t panic - it’s just the rug doing its thing. But after about 20-25 vacuum sessions, shedding should chill out. Some rugs may shed for life (like an awkward family reunion), but that's just wool for you.
Fading: Sunlight and rugs don’t mix well. The African sun is especially intense, so fading is inevitable over time. Sorry, it's not your rug’s fault.
Creases: If your rug looks a bit wrinkly after being rolled up for shipping, just lay it flat for a week or two and watch it smooth out. Or try reverse rolling it overnight for quicker results.
Sprouting: If you spot any rogue fibers sticking out, don’t panic! Just snip them off with scissors (but for the love of wool, don’t pull them out).
Lifting, not dragging: If you’re moving furniture, don’t drag it across your rug. Lifting is key to avoiding pulls and snags in the weave.
Spills: Accidents happen. If something spills, blot it with a cloth. Absolutely do not machine wash or tumble dry. Ever.
Returns & Refunds
Not in love with your purchase? No problem! You can return it within 7 days of delivery for a refund - we just ask that it’s unused, in original condition, and in its original packaging.
A small 10% handling fee applies to standard returns. (That’s 10% of the item price - not your whole order. We’re reasonable, promise!)
Return shipping costs are for the customer’s account.
Sale items
Sale items are final sale - no take-backsies unless there’s a valid manufacturing defect.
Defective or Damaged Items
If your rug arrives damaged or with a manufacturing defect, please notify us within 10 days of delivery with photos and proof of purchase so we can assist you quickly.
Once assessed and confirmed as a valid defect under the Consumer Protection Act, we’ll offer one of the following at no cost to you:
- A replacement (if stock is available)
- A refund if a repair or replacement isn’t possible
You also have 6-month protection for valid manufacturing defects - provided the rug has been used as intended and cared for correctly.
Exceptions (aka Common-Sense Stuff)
We can’t accept returns or complaints if:
- The rug has been washed, chemically treated, or tumble-dried
- Damage is caused by misuse, negligence, or pets living their best lives
- Colour or texture varies slightly - handcrafted wool rugs like to be unique
- The item is a custom order that was approved before production
- Normal wear and tear happens over time
Treat them gently and they’ll love you forever 💛
For all returns or concerns, email us at info@shelbyfinds.co.za. We're here to help