You can check the status of your order in three ways:
Through the Shipping Confirmation email
Click on the track and trace number that you find in the Shipping Confirmation email.
Online at SIDESTEP
Log-in, go to "My Account" and see the "Orders" section to check your order details and shipping status. The tracking number can be used on the courier’s website to check the current location of the shipping.
Online at 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.
Delivery time & costs
|Luxembourg||4,99 € - free shipping from 69.99 €||2-4 Working Days|
Our couriers deliver between 8 AM and 6 PM between Monday and Friday. All deliveries must be signed for. Upon delivery, please inspect the packaging for damage. If it appears that the products are damaged, please do not accept the shipment.
Please check with your neighbours to see if one of them received the package for you. If you can’t find it, contact us for assistance. We will do everything we can to locate your order for you. Of course, if it’s confirmed that your order was lost in transit, we will refund you in full.
Where can I have my package delivered?
We understand that sometimes you don't want to wait in all day for a delivery, that's why we offer you the option of selecting delivery to an alternative address.
You can have your package delivered to:
- Your home
- Your work
- Safe place at your property
- UPS access point
Just select the desired delivery address at checkout.
How can I change my delivery address?
We are unable to change the shipping address once an order has been placed 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 could try contacting 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.
It is possible to deliver abroad?
Our couriers will come to your home or work address in Germany and the Netherlands*. Please note that our couriers do not deliver to PO boxes.
*Unfortunately we cannot ship to any overseas territories of the above-mentioned countries, Büsingen am Hochrhein and Helgoland, Greenland. Any order addressed to these locations will be cancelled.
We aim to get everything delivered within the '2-5 business days' timeframe but sometimes we may need to order stock from another warehouse or store, which means on rare occasions we have to extend the delivery time.
If you realise that an item is missing after the delivery, please contact us immediately (in any case within 2 days following the delivery). Our team will start an investigation with the courier. As we might ask you for photos of the outer box, please do not throw it away. If it is confirmed that the item was lost in transit, we will refund you for the missing product(s).
Note: We generally advise you to refuse the delivery if the outer box seems damaged, too light for the contents, or tampered with. In that case, the parcel will be automatically returned to us and we will refund you for the item(s).
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 the 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 our Customer Care team.
Our couriers will generally make up to 3 attempts to deliver your order to the chosen address. Should you not be there, the driver may leave the parcel with your neighbour, or take it to a nearby collection point where you can then collect it with a photo ID. (The location is available on the tracking, or on the delivery note left by the driver.)
If you don’t collect the parcel by the 5th working day following the first delivery attempt, it will be returned to SIDESTEP and refunded. Unfortunately, it is not possible for us to arrange a new delivery at that point, but you are always welcome to place a new order.
In rare cases, it might happen that an incorrect item is sent out due to a human mistake. Please contact our Customer Care team immediately to let us know about the issue. We will do everything we can to resolve it for you.
We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the shipment is in transit
If you see that the outer box is damaged or has already been opened, please refuse the delivery. It will be automatically returned to our warehouse, and we will refund you for the item(s).
If you notice that the contents are damaged or faulty after you already accepted the delivery, please return them by filling out the return form and using the return label. You can also contact our Customer Care team for advice.
We currently do not offer any shipping methods other than Standard. This type of delivery usually takes about 2-3 business days.
If you place your order during the weekend, we will start processing it on the following Monday.
At the moment, it’s not possible for us to ship online orders to Sidestep stores.
There should only be one tracking number per delivery. If you ordered multiple items, the package may be sent from different warehouses at varied times/days with separate tracking numbers. You will receive a shipping notification for each shipment in your order.
Also validate that you are checking the correct number. The tracking number is provided by the courier: UPS for example will look like this: 1ZX7V0123456789876.
Your Sidestep order number is a 20 digit number starting with 47950 or 4753 and 00 + country code.
This means that we tried on multiple occasions to deliver the package unsuccessfully, and so eventually it got returned to the warehouse.
Please contact us to discuss options with one of our agents. There's a possibility that we may be able to arrange a re-delivery, but depending on the time/situation it could be that we cancel the order.