You can check the status of your order in two ways:
From the Shipping Confirmation email
Click on the track and trace number that you find in the Shipping Confirmation email.
Online via the DHL website
Click on the DHL logo below and fill in your track and trace number, which you can find in the Shipping Confirmation email.
First, make sure the email hasn’t ended up in the spam or junk folders of your email account. If you can’t find the Order Confirmation email there or suspect that you made a typo in your email address when placing the order, go ahead and contact us for help!
We try to fulfill every single order we receive, but on rare occasions, we may be unable to do so. In that case, we inform you as soon as possible via email, and we always include the reason for the cancellation. We also trigger your refund at the same time we send out the email update.
Cancelling your order
You can cancel any order free of charge and without any explanation, provided that it has not yet been shipped. Since we strive to ship your items as soon as possible, this timeframe is generally very short, so please contact us as soon as possible.
Changing your order
To make sure you receive your items as soon as possible, we have designed a system where the order is quickly passed on to our warehouse. Given this speed, we are unable to change the contents of an order once it has been placed.
You can of course, place a separate order for additional items and then return any item you are not happy with.
Once an order is placed, you should receive a confirmation email with the invoice details.
Alternatively, you can login to your account and download the invoice from the "My Orders" section.
You will receive your tracking number in the Shipping Confirmation email when it becomes active on the courier’s website. This will usually take 1-2 working days after placing your order.
If you have not received the email within this timeframe, make sure to check the spam or junk folders in your email account (sometimes the email may end up there).
If you still can’t find it, you can contact us for tracking information.
Of course! We would love for you to create an account and join the Sidestep community, but If you don’t want to create an account you are still able to place your order as a guest.
Placing an order online at Sidestep is safe and easy. Enjoy the Sidestep retail experience without leaving the comfort of your home!
Step 1: Select your shipping country and language
You must select the country you want your order shipped to, before you start shopping. If you wish, you have the options to;
- select a different country for your billing address
- place your order in any of the available languages.
Check Shipping Information for a list of all the countries we ship to.
Step 2: Search for products
Select the products you wish to purchase from our extensive collection of shoes, clothing, and accessories.
You can search the site by;
- gender and category, and further narrow by brand, size and price.
- product description or name in the "Search" field.
When you have found your product, select the size and quantity of the item you wish to purchase and add it to your shopping bag using the dedicated button. If your size is not available, use our in-store Sneaker Finder service, or check the website for restocks.
You may now continue to shop or proceed with your check-out by clicking on the Shopping Bag link at the top right corner of the page.
If you haven’t reached our free shipping threshold (see Shipping Information) check our accessories collection for matching socks, caps, and other cool stuff.
Step 3: Complete the order
When you are ready to complete your order, click on the shopping bag to review your order details. This is where you can add a discount code if you have one.
When you shop with us, you will be asked to register an account. This way, the next time you place an order you will be ready to shop in just a few clicks! If you do not wish to register you will still be able to place an order as a guest.
Once you have completed the check-out process, an Order Confirmation email will be sent to you. Your order details are available to view in the “My Account” section of the website.
Step 4: Order shipped
As soon as we receive payment (which may take a few minutes or several hours depending on your bank) we will send you a second email confirmation and start preparing your order. Once the package is with our courier you will receive a Shipping Confirmation email with the courier’s tracking number.
Your tracking information is available to view in the “My Account” section of the website.
You can manage your personal, billing and delivery information from within your account. Just visit sidestep-shoes.de/en/ and click on login/register in the top right corner.
Fill in the email/password in the Login section. You can then access the relevant information once logged in and make any necessary changes.
You can not combine payment methods for one order. We accept the following methods:
Credit and Debit Cards
All major credit and debit cards, such as Visa, Maestro and MasterCard, are welcome on our website.
PayPal is a safe and reliable worldwide online payments system. Once you have confirmed your order, you will be redirected to the PayPal login page to complete the payment. If you do not have a PayPal account, you can sign up at the PayPal login page before completing your order.
We aim to have your item with you within 2-5 business days, but due to the ongoing situation with the Coronavirus, delays may occur.
For our mutual security, each credit/debit card and PayPal payment made at Sidestep is processed through an automatic payment verification system where the order details you entered are compared to those registered to the payment card. In case the system cannot verify these details, it will automatically cancel the order.
If your order was cancelled for this reason, it probably means that there were inconsistencies between your billing and shipping details (typos, misspellings, or maybe inserting the details of a different card). Carefully check these details before submitting a new order again, or try using a different card or payment method.
Since the verification process is automated, our Customer Care team are unable to tell you the exact reason for a cancellation of this type.
At the moment it’s not possible for us to ship online orders to Sidestep stores. However, if you place a Sneaker Finder order in store, you can choose to collect it from the store.
We always send a Payment Confirmation email as soon as we have received your order payment. This may take up to 48 hours depending on the payment method used. If you haven’t received the email after 48 hours, make sure to check your spam folder. Should you still be unable to find it, our Customer Care team will be happy to help.
We are unable to change the shipping address once an order has been placed. That is because we cannot guarantee that the change in our system will be effective before the shipment takes place, and also to prevent possible fraud. You can try to contact the courier for advice.
If your order is already in transit and the courier can’t deliver it due to the wrong address, it will be automatically returned to our warehouse, and refunded.
We advise you to check and update the shipping details in your Sidestep account to avoid any future issues.
We’d love to help you, but for our mutual security (think privacy and data protection) we cannot accept orders via phone or email. Your final order can only be placed via our online shop! You can of course, contact us for any questions you may have about the website or the ordering process – we are here to help!
We don't currently offer this service. We want to keep the delivery process as quick and smooth as possible, and the sheer volume of orders means that this would create too much of a delay to our valued customers.