FAQs

If your question isn’t listed below then please Contact Us here.

How do I create an account?

You will need an account to complete your order. New users can create an account by clicking “Sign-Up” in the top right of the page. Complete the form and click "Create My Account" and you’re ready to shop!

I already have an account – How do I login?

Returning users can login by clicking Log In at the top right of the page. Enter your email address and password and click Login.

I had an account on your old website – Why can’t I log in?

When we replaced our Back To School Website we really replaced it rather than upgrading it. This means that the information from our old website couldn’t be transferred to the new website so, unfortunately, you will need to create a new account to get going.

We are sorry about this but we know that your experience on this new site will more than make up for the few extra minutes it takes to make your new account here.

I can’t find or remember my password. Help!

No stress! simply click Login and then click on the green “Forgot your password?” option. You will then be required to enter the email address you used to create your account and an OTP (one time pin) will be sent to your email inbox. Follow the prompts to reset your password and then you’re good to go!

I reset my password but I haven’t received my OTP Mail

Please be sure to check your spam or junk mail folders if the mail isn’t received in a few minutes then try again or contact our Back To School Customer Support Team who will gladly assist you.

Why am I asked to choose a Province?

We pack our orders out of our National Network of Distribution Centres. Selecting your Province helps us give you accurate stock information and send your order to the right warehouse so you get your order faster.

Why am I required to choose if I am shopping for an Individual or Multiple Kids?

This was a performance improvement we made to the website based on feedback we received. When we launched the website you needed to specify who you were shopping for with each product you added to your cart but this can be really annoying when you are shopping for one child. So, telling us you are shopping for one child helps us give you a much faster shopping experience.

Don’t worry if you have multiple kids though – we’ve made some great changes for you too and telling us which child gets what helps us pack individual boxes for each child labelled with their name.

How do I know product is in stock?

When viewing a product in Search Results or the Product Detail Page a product’s status will be visible under the product name with Green Text showing “In Stock”.

When viewing products in your school list, stock availability will be indicated by a green tick to the right of the listed product.

The product I want is Out of Stock – Now what?

In the unlikely scenario that the product is not available, you will be able to view relevant substitutes under the “Customers also purchased” section at the bottom of the product detail page or by clicking “Alternative Products” when you search for the product.

What is a Partner School?

Some schools choose to partner with us during Back To School as a means of simplifying their parents’ stationery purchases and ensuring that all learners receive consistent, high quality products.

We work with these partner schools to curate the best stationery list for each subject, grade or class and then match their lists to the products in our catalogue. These lists are loaded on the website to allow parents of the schools an easy check-out.

How do I find my school list?

If your school has partnered with Bidvest Waltons for Back To School you will be able to find your list from the Home Page using our Partner School Shortcut where you can select your Province, School and Grade from the Drop-down menu and click “Find my List”.

You can also find your list by clicking on the “Find My School” tab at the Top of the page and following the prompts on the page.

I can’t find my province / school?

If your school is not listed on our website please forward a copy of your list to rfq@waltons.co.za so we can upload it for you.

If you don’t want to wait then not to worry we have optimised the website to speed up your shopping experience.

Can I edit the schools recommended list?

In a word - Yes! We upload the school list as provided by our partner schools but we know that your child may still have some stationery left or may not do certain subjects so we have made it easy to make changes.

The items on each list are grouped by the subject to which they relate. General items are grouped under a “General” subject category. If a subject is not relevant to your child then you can simply untick that subject but we have taken it a step further... Within each subject you can edit the quantity of each item in that subject or swap it out for a brand you trust by clicking on the Alternative button (when green).

You can also delete a product entirely by clicking on the little bin icon on the right of each product line items.

How do I add my school list to cart?

Once you are satisfied with the content of your school list, it can easily be added to cart by selecting the green “Add to Cart” button underneath the list.

It can also be saved for purchase at another time by making use of the “Add to Wishlist” button under the list.

Can I add items that are not on my schools list?

Yes. Schools may not prescribe items that your child will need like personal protection equipment, a lunchbox or a school bag.

You can easily continue shopping from Bidvest Waltons wide range of Back To School products by returning to the Homepage, selecting the relevant category from the Shop by Category drop-down at the top of the page or, if you know exactly what you want, searching for it in the search bar.

You can even search by the Back To School Catalogue code.

How do I confirm what is in my cart?

There are a number of ways to view the content of your cart. This can be done by hovering over the little shopping trolley at the top right of the page for a short summary and clicking on the “View Cart” button when you want to see the full detail.

Alternatively, when you add an item to your cart a green notification banner will appear for a few seconds at the top of your screen where you can choose “View Cart” to go straight there.

Once on the “My Cart” page you will be able to edit the contents of your order, change recipient details and edit product quantities.

Can I view past purchases I have made on the Waltons Back To School website?

Yes. Simply go to your Account Name at the top right of the page and select “Order History” from the drop-down menu.

You can even re-order past products by making use of the re-order button on the order history page.

If I add products to my cart without checking-out immediately will they be saved in the cart for checkout at a later stage?

Yes. All products added to your cart will be saved until you are ready to checkout and can be viewed under the “My Cart” summary page or by clicking on the cart icon at the top right of the page.

I can’t find the product I am looking for?

Should you wish to purchase a product that is not on our Back To School catalogue and does not form part of our seasonal range, feel free to let us know through the Contact Us page and we will certainly try and assist where possible.

What forms of payment do you accept?

We have partnered with PayU to bring you safe and secure card payments. PayU accepts both Visa and MasterCard.

We also have Instant EFT which integrates with the main banks.

We have also partnered with PayFlex to offer you an extended payment terms. When you select PayFlex at checkout you will secure you order with a 25% deposit and be able to pay the balance bi-weekly over the coming six weeks.

To learn more about the PayFlex Payment solution please visit https://www.payflex.co.za/

Is my information safe?

Absolutely – We have partnered with service providers who are PCI complaint. Bidvest Waltons does not store any sensitive payment details and all payments take place directly through PayU.

How do I know my payment was received successfully by Bidvest Waltons?

Once your payment has been confirmed and placed successfully you will receive a confirmation email with your order number and the Order Status in your Order History will reflect “Paid”.

My payment timed out / I got an error code when paying – now what?

If your payment timed out – don’t worry – Your order is not lost and can be viewed under the Order History of your Account. Please try again.

If the problem persists then please check what your error code means here. take note of your Payment Error code and contact our team if you the issue persists.

Please note that during certain peak periods (such as Black Friday) there may be a greater chance of your order timing out by virtue of the amount of activity going through our Payment Partners’ Platforms.

All payments are processed directly through payment gateway providers and, as a result, any payment errors result directly from the respective payment gateway used.

I am not comfortable with making an online payment – Do you have alternative options?

Unfortunately, our website does not currently facilitate cash on delivery orders and only orders paid for at checkout will be processed and fulfilled.

The website is not our only purchasing channel and you can happily visit one of our retail stores where our friendly staff will pack your order for you while you wait.

Alternatively, we have introduced an “shoppable” e-catalogue where you can complete your order as if you were browsing our catalogue and email it to our team.

Should you wish to find out more please submit a query on our contact us page or directly contact our customer care team using the details on the page.

Where can I apply my voucher code?

When you click “Checkout Now” on the “My Cart” page you will be taken to the Payment Details page where you can enter your Promo / Gift Voucher Code. This will then discount your total accordingly.

Please note that only one voucher can be used at a time and vouchers may not apply over-and-above prevailing promotions and discounts.

What are my delivery options and lead times?

We offer three delivery options aimed at proving you with a safe, simple and convenient online shopping experience. This selection is made at checkout:

  1. Courier Delivery (5 – 7 working days)
    Contactless delivery to a home or business through our courier partner for a fee which is added at checkout.
  2. Store Collection (5 – 7 working days)
    Select one of our retail stores from the dropdown menu. The order will be packed in one of our Regional BTS Hubs and shipped to the store for collection. Store collection is free. (Please note that the web orders are not packed in store).
  3. School Handout (Handout Date agreed with the School)
    If your school has partnered with Bidvest Waltons and has opted to have a handout at the school then this option will be available on the date stipulated by the school (this date will be visible when this delivery option is selected).
    Please note that this option is not available when ordering multiple children at different schools even if the school opted to have a school handout.
    The School Handout delivery option is free.
  4. What is the delivery charge for courier delivery?

    Our courier delivery fee is R90 per box.

    Where do you deliver?

    We are able to deliver Nationally anywhere in South Africa through our Courier Partner

    When do you deliver?

    We deliver between 8:00 and 17:00 Monday to Friday.
    Unfortunately, we do not deliver on weekends or public holidays.

    Do you deliver internationally?

    Unfortunately not, we currently only deliver within South Africa.

    What health and safety precautions are in place for home delivery?

    We have partnered with Dawn Wing as our courier partner based on their impeccable safety and hygiene protocols. They have implemented strict measures in compliance with WHO (World Health Organization) guidance and best practice.
    For more information please click here.

    How do I track my courier delivery?

    Once your waybill has been generated it will be mailed to you and will be trackable directly on the Dawn Wing website.

    You will also receive an SMS from Dawn Wing to the cellphone number you provide on your order the day before your order is dispatched for delivery.

    Can I return items in my order?

    Yes. If you ordered an item that is incorrect, or no longer required, then you can log a return through your Order History Page. Click “Log a Return” and complete the form which will allow us to process the return.

    Can I see a history of my returns?

    Yes. Your order history can be viewed in your Account when you select the “Return History” page.