How do I register an account?

Our registration process is quick and easy. Simply click on the Login/Register link (found at the top right or bottom right of every page) and complete the required information. Or you can shop first and create your account at the checkout point.

How do I change my password?

You can change your password in your account Dashboard or Account Details section, both of which you can access once you log in.

I have forgotten my password, how do I access my account?

Click on the Lost your password? link on the Login/Register page. Here you will be able to reset your password by entering the username or email address that you used to sign up.

My email address has changed. How do I update this on my current account?

You can update your email address in the Account Details menu once you log in.

How do I unsubscribe from your email newsletters?

Click on the unsubscribe link at the bottom of any email.

Is it safe to shop with you?

Most definitely. For your safety, our entire site is protected by SSL (secure sockets layer) encryption, allowing you to browse, register and shop with peace of mind. In addition, our shopping cart is facilitated by Payfast, one of the most reliable and secure payment providers in South Africa. Read about their security protocols.

What are my payment options?

Our safe and easy payment methods include:

• Credit card:  MasterCard, Visa
• Instant EFT: ABSA, African Bank, Capitec, FNB, Investec, Nedbank, Tymebank, Standard Bank
• Direct bank transfer: EFT from any bank

Why can’t I pay with cash on delivery (COD)?

Because the majority of our products are customised or personalised, we require payment in full before we can begin production.

What are my delivery options and costs?

We offer free delivery on orders of R800 or more. The shipping method is economy road freight and takes 3-5 working days from dispatch, depending on where you are located.

Please note that free shipping is allocated after all coupons and discounts have been applied. Outlying areas, such as farms, may attract a surcharge. The free delivery option will reflect in your basket at checkout if you are eligible.

For orders under R800, courier costs will reflect in your basket at checkout. The price depends on the size and weight of the items that you are purchasing.

All shipping options exclude insurance. You have the option to add insurance at the checkout point.

When will my order be delivered?

Your order will be delivered between 8AM and 5PM within 3-5 business days of dispatch. We do not deliver on weekends and public holidays.

Can I change my delivery address after I have ordered?

If your order has not yet been dispatched, you can change the delivery address online. Check your order tracking for this information. Please be sure to also let us know via email, just in case we don’t receive the automated notification.

Can you split my delivery, sending in-stock items first and other items later?

We dispatch only one shipment per order. If you require separate deliveries for different items, please place multiple orders.

What happens if a product is missing from my delivery?

Please email support@squirrelandmouse.co.za within 24 hours of receiving your delivery. We may require you to send supporting documentation and photographs.

Can I choose a specific time or day for my delivery?

At this stage, it’s not possible to request a specific day or time for your delivery.

Do you ship internationally?

Yes, we can ship anywhere in the world. Please contact us for a freight quote prior to purchasing.

Do you deliver on weekends?

We do not deliver on weekend and public holidays. All lead-times are stipulated in business days.

Can I collect my order from you?

Yes, you can select “Collection” as your delivery option (it’s free). Collection days and times need to be arranged in advance via orders@squirrelandmouse.co.za.

Can someone else collect on my behalf?

Yes, you can send an individual or courier company to collect your order. Courier drivers will need to present the order number. Privatre individuals will need the order number and their identification (driver’s licence, ID book/card or passport). They will also need to adhere to Covid-19 protocols, including wearing a mask, sanitising their hands and social distancing. Anyone not wearing a mask or refusing other safety measures will not be permitted onto our premises. People wearing face shields must also wear a mask.

Can I cancel my order?

If there is no customisation on your item, you may cancel the order within five (5) days of purchase. We do not accept cancellations on customised or personalised items if production has begun.

I changed my mind about a customised product that has been delivered. Can I return it?

We do not accept returns on customised or personalised items, but please contact support@squirrelandmouse.co.za and we will do our best to resolve any issues.

My item arrived damaged. What do I do?

If your item arrives damaged, please send photographs and a description of the problem to support@squirrelandmouse.co.za within 24 hours of receiving the item. Where possible, we will repair or replace the item within fourteen (14) working days. If there is insufficient stock or the item cannot be remanufactured in the required time period, we may decide to issue a refund instead.

What is required for to process a refund?

If a refund is due, you will be required to send us your FICA documents, including a copy of your ID with corroboration, proof of address and confirmation of banking details. Credit card refunds will be processed into the account used to pay for the original order, no exceptions.