Sidestep releases new products all the time but occasionally a product is much more popular than others, such as a re-release of a retro range or a limited edition design. During these more popular releases we receive an huge increase in traffic to our website and to our customer care team.
In these instances, it's common that you may have to join a queue at a specific time just to secure your purchase, and even then there is no guarantee that you will be successful as the demand is so high. Some products (particularly some of the Jordan range) are known to sell out in just minutes.
To help manage this traffic and as a way to reward our loyal members, these special releases will only be available to purchase if you are registered on our website prior to the release date (before midnight the day before). You will always have the option to shop with us as a guest, but special releases will only be available if you are a registered member.
Due to the varied popularity of releases, we can't estimate how long you will have to wait in each instance, but it's safe to say that some of our more popular items (such as Retro Jordans) will have a significantly longer queue than some other releases.
We appreciate that this can be frustrating, but also please be aware that our agents are also unable to tell you any information regarding your wait time, so please be patient. If you contact our customer care team during this time, you also face the risk of sitting in a queue, only to be told that we can't provide you with any further info.
During releases, our website receives an extremely high volume of orders and it's not possible to get 100% accurate, real-time stock levels online as these numbers can change so quickly.
We understand that this can be frustrating but it may be some comfort to know that popular products are usually quickly restocked and the website reflects this almost instantly by displaying all sizes that are available at the time.
Unfortunately, this can happen sometimes. If this happens, it may be that the item or size you are interested in has sold out. The website updates its stock levels almost instantly, but it's not in real-time.
This generally only happens with popular items which sell out quickly. These items generate a huge amount of traffic to the website within a short time-frame, not giving the system adequate time to refresh.
If you are not able to purchase the item again instantly, we advise that you try again later or visit one of our stores!
Unfortunately, we are unable to tell you in advance when a product will be restocked.
We advise that you keep checking back on our website.