Free Shipping for orders over R500.00. Delivery within 2-5 working days.

Frequently Asked Questions

Frequently Asked Questions Banner Image Mobile


1.1. How do I buy on your site?

1.1.1. Create a personal profile/account on the Side Step Website by clicking on “My Account” tab;

1.1.2. Select a category of Products that appeals to you on the Side Step Online Store;

1.1.3. Within the category you’ll find a range of Products on offer;

1.1.4. Once you choose a Product you’ll be taken to the “product page” for a more detailed description along with pictures and reviews to help you make your choice. We understand every purchase is a big decision so we will try to equip you with as much information as possible.

1.1.5. Select the size and colour (if applicable) and then click on the “add to your cart” tab.

1.1.6. You can view the “your cart” page to view a summary of the Product/(s) your cart. From here you can choose to continue shopping on the Online Store or to Checkout and pay for your Order;

1.1.7. At Checkout you will be given the opportunity to review and confirm that you are happy with your Order;

1.1.8. At Checkout standard delivery is the only delivery option available to apply to your Order;

1.1.9. Once you have selected Delivery, you will then be required to provide an address for delivery, albeit your home or work address for your Order to be delivered to;

1.1.10. Thereafter you will be directed to the payment page where you will be required to make payment for your total Order in full via one of the payment options;

1.1.11. Once payment has cleared in our account in full, your Order will be dispatched for delivery.

1.2. How Does Side Step Deliver Products?

1.2.1. Side Step uses Logistical Solutionist (Pty) Ltd one of South Africa’s top Courier services to ensure you get only the best service when Shopping on the Side Step online Store.

1.3. What are my delivery options?

1.3.1. Door-to-Door Delivery

1.4. How do I track the status of my Order?

1.4.1. Side Step will provide you with an estimated delivery/collection date (as the case may be) in your payment confirmation email.

1.4.2. You can also track the progress of your Order at any time by checking out the Courier partners’ website Logistical Solutionist (Pty) Ltd . This will provide you with the most current tracking information we have for your Order. If the collection/delivery date of your Order changes, our courier Logistical Solutionist (Pty) Ltd , will notify you via SMS and/or Email.

1.5. How will I receive my order?

1.5.1. Please note that all Apparel is encased in a transparent recycled poly bag in addition to our standard outer box. Footwear is packed in a box and then an outer box to ensure that all our Products are always protected from damage that may occur when in transit. Your Order will be accompanied by an original delivery note which will need to be signed by you or an authorised representative on your behalf. It is very important that you retain the original packaging your Order was delivered to you in, as well as the Original signed delivery note, should you decide to return any of the Product/(s) purchased.

1.6. Who can sign for my order?

1.6.1. If you are unable to accept delivery of your Order you can elect an authorised representative to do so on your behalf.

1.7. What will I need to do/provide in Order to accept delivery of my Order:

1.7.1. The delivery address that you provide should be the same address you are located at between Monday - Friday and between 8am - 5pm. You or your authorised representative will be required to sign the original delivery note that accompanies your Order. There is no need to provide any information and/or documentation, your Order will be delivered at your preferred delivery address, and if same is not delivered to you personally, we will presume that the person who accepted delivery of your Order on your behalf, was present at the delivery address and was authorised to do so.

1.8. Where do you deliver too?

1.8.1. We delivery Nationally within South Africa, Monday – Friday between 8am and 5pm.

1.8.2. Please note that we will be unable to deliver to P.O. Boxes.

1.9. Can I change or cancel my order?

1.9.1. We're pretty quick at picking and packing Orders and thus will not be able to change or cancel your Order once your purchase payment has been confirmed.

1.9.2. If you change your mind you can return your Order, on the condition that you qualify for a return in terms of the Online Shopping Terms

1.10. Can I change my delivery address?

1.10.1. Once your Order has been confirmed we are unable to change your delivery address due to security reasons. We advise that you make sure all details are correct before processing your Order.

1.11. Do you offer Free Deliveries?

1.11.1. We offer FREE deliveries on all orders / baskets of R500.00 or more.

1.12. Can I get a refund at one of your stores when I’ve made a purchase online?
Unfortunately not. The original transaction was made with the online store which is separate to the physical stores and therefore needs to be processed by them.
1.13. Can I exchange the items purchased online at a Side Step store?

Yes you may, provided the goods are in the original condition as that of the time of delivery. All swing tags and boxes (where relevant) must accompany the item/s being returned. Please take your proof of purchase - your invoice with you to the store and they will gladly assist you where possible. Please note that some products are only sold on the online store and is therefore not available at stores, in this case, it’s best to return to log and exchange with the online store.


2.1. Does the Side Step Website offer online purchasing?

2.1.1. Yes we do.

2.2. Do you offer store credit?

2.2.1. Unfortunately, not; Side Step does however offer lay-bye options at all our Side Step Stores (excluding the Side Step Online Store).

2.2.2. The lay-bye period falls over a period of three (3) months. A minimum of 30% deposit is required and the outstanding amount is to be paid in full over the next two (2) months. Note: full payment must be received within a three (3) month period from the date of purchase, should you however experience unforeseen difficulties, please contact the store to make further arrangements. Side Step accepts cash, debit cards and most credit cards as methods of payment. Unfortunately, we do not accept cheques.

2.2.3. Also, a Varsity Vibe student discount of 10% is only available at selected stores.

2.3. What if the Product I purchased is has a quality defect or is not the Product I Purchased?

2.3.1. You may return the defective item within three (3) months of its purchase, and according to the applicable terms and conditions set out in the Online Shopping Terms

2.4. What should I do if Side Step Website is giving me technical issues?

2.4.1. Please call customer services on 011 474 2289 or email to [email protected] and we’ll address the technical issues experienced.

2.5. What do I do when the Product I want is out of stock?

2.5.1. We make a point to keep up with the latest fashion trends, and therefore maintain our stock levels to match those items that are most popular. Note that items are available whilst stocks last. Should you have any further enquiries, feel free to contact [email protected]; who will attempt to source the item for you from one of our stores.

2.6. How do I search for specific product on the Side Step Website?

2.6.1. There are two ways to find the product on our website. You can select the category that you want to shop in (Men, Women, Kids and Brands) and then you can shop by sub-category (e.g. Footwear, Apparel, Accessories). Once you have selected the sub-category you wish to view, you can sort it in a number of ways. For example, you can sort from lowest price to highest price, or you can sort by new arrivals. You can select the category that you want to shop in (Men, Women, Kids and Brands) and then you can shop by sub-category (e.g. Footwear, Apparel, Accessories). Once you have selected the sub-category you wish to view, you can sort it in a number of ways. For example, you can sort from lowest price to highest price, or you can sort by new arrivals.

2.6.2. Our online store is separate from our physical stores, and as such, products that are available online may not be available in-store or vice versa.

What 2.7. Do you have a size and fit guide?is x-data ?

2.7.1. Check out the “SIZE CHART” tab on the product pages for measurements.

2.8. How do I change details on my account?

2.8.1. Once you have created a personal profile/account on the Side Step Website, you will be able to log into My Account anytime you like. This is the place to go if you want to change your password, delivery information, email address or e-mail preferences.

2.9. What is the Side Step Newsletter?

2.9.1. NewsSplash helps you stay connected with the latest news, looks and updates from Side Step. Sign up to receive our Newsletter, you can do this by setting up an account or using the link on the homepage.

2.10. How do I cancel my account?

2.10.1. You can cancel your account by sending an e-mail to [email protected]. Your account will be closed within 3 (three) working days.

2.11. I’m looking for a specific Product and cannot see it anywhere within your Product ranges. Does this mean you don’t stock this Product?

2.11.1. Yes and no. In theory if you cannot find the specific Product/(s) you are looking for on the Side Step Website, it’s not available Online. But it could be available at a store. Let’s see if we can assist by you contacting [email protected] to find out whether we can source your specific Product.

2.12. Are all the products offered by Side Step authentic?

2.12.1. Yes. Side Step guarantees 100% authenticity of all the products they retail. We do not sell, accept, or otherwise deal with counterfeit, grey or factory fault variants. You can buy with confidence as all products retailed are thoroughly inspected by experienced staff for condition and authenticity.

2.12.2. Side Step purchases all Branded product from licensed Brand holders operating within the Sub-Saharan regions. These license holders are official distributors and resellers of product to accredited local retail chain stores. Side Step is against the practice of selling or the promotion of counterfeit product and strongly urge the public to report such cases to their local SAPS, or to advise the Brand themselves or to forward such cases to [email protected] for further investigation. Don’t forget you can also tag the brand on social media to alert them in such cases.

2.13. Are the product images displayed on the Side Step Website an accurate representation of the Product/(s)?

2.13.1. Yes. All imagery is either supplied by the Brand or photographed in-house, and is of the actual Product displayed on the site and that you view. We aim to provide the highest clarity we can offer. Note that due to the display settings of certain devices used to view the Product/(s) on the Side Step Website distortion may take place in regards the colour, size and style of the Product images displayed.

2.14. Will I be allowed to place an item on hold?

2.14.1. Unfortunately, no this is not an available option.

2.15 Are all products displayed on the Side Step Website available in all Side Step stores?

2.15.1. The majority of the product displayed on the Side Step website is available in stores. Some product is only available at selected stores and some product is only available online.

2.16. Where can I find my nearest store?

2.16.1. You can search for your nearest Side Step Store by clicking on our handy store locator tab on the Side Step Website. Should you require further assistance please contact us at [email protected]

2.17. Varsity Vibe Discount Code
To access your 10% Varsity Vibe discount code, simply open your VV App and proceed as follows:
  1. Search the Side Step deal
  2. Select Online
  3. View Code
  4. Copy Code
  5. Launch the Side Step website from the App
  6. Shop
  7. Go to checkout
  8. Add copied code in “Apply Discount“ box
  9. Update Cart

Your discount will automatically be applied and a new total displayed. For more information, view the “How to Redeem” page on the VV App. Please note that VV usage T&C’s apply to this discount offering.

Varsity Vibe T&C’s
The 10% Varsity Vibe is only available to VV Members. To redeem your discount code, please use the Varsity Vibe App. The below exclusions and limit apply.

  1. The discount only applies to apparel and accessories for Converse
  2. No discount is available on Converse footwear
  3. No discount is available on Sale items
  4. The Maximum basket size is R3000.00 per discount code
  5. Only one discount code is available and redeemable per member per day


3.1. Submit a compliment or complaint

3.1.1. Please feel free to submit a compliment or complaint to [email protected] or contact the Head Office on 011 474 2289 for resolution.


4.1. What Payment Methods / Options Are Available?

4.1.1. SiD (Instant EFT) - You can pay using EFT secure, one of South Africa’s most trusted online payments since 2007. EFT secure is supported by FNB, Nedbank, Standard Bank, Capitec and ABSA.

4.1.2. CREDIT CARD: VISA AND MASTERCARD - please note that your card must be 3D secured. Note that all new cards should be activated at your nearest bank branch before utilised for online purchases. Don’t be nervous about 3D secure it does a brilliant job of helping us all to have a more secure and fraud free e-commerce experience.

4.1.3. Revolving credit facility via Mobicred.

4.2. Can prices change without notice?

4.2.1. Yes, this may occur due to import currency fluctuations in regards replenishment of stock, prices are therefore subject to change without prior notice.

4.3. What currencies can I use?

4.3.1. You can pay using South African Rands only.

4.4. VAT/Sales TAX

4.4.1. All prices on the website are inclusive of (local) VAT / Sales Tax.

4.5. What is MasterCard SecureCode®, Verified by Visa and PayGate?

4.5.1. These are the latest security implementations to secure customers purchasing online. They have recently been implemented by all relevant banks and require users who wish to purchase anything online to register their credit or debit cards for this purpose. Once your card is registered, you will receive an OTP (One Time Password) which allows you to complete your transaction. Registering your card takes place at your nearest branch before it is enabled to transact online purchases.


5.1. How do I return the Products/(s) ordered?
You can send an email to our customer service agents on [email protected] to request assistance with your return. Please also read our Returns Policy here.