Frequently Asked Questions
Delivery of your order
We do everything we can to ensure that you can continue to shop online with us 24/7 for all your favourite items. Sometimes our delivery services are very busy due to stricter procedures for the safety of the deliverers and yours. As a result, your order can be delivered later than you are used to.
Processing of returns
In addition to delivery, it may also be possible that returns are delayed. We work hard to process all returns as quickly as possible!
Returns can be made by post as usual or you can return your order in our store. We charge €3.95 for returns via PostNL. This will be deducted from the refund of the purchase amount.
Returns in the store are free of charge.
When your question is not answered, feel free to contact our customer service from Monday till Friday between 8:30 and 18:00.
Call +31 (0) 20 3009056 or fill in our contact form.
How long does it take to ship my order?
If you order before 22:00, you will receive your order within 1 to 3 working days.
I want to order for the first time, how do I do that?
You can place an order from your shopping basket. You do not need to have an account to place an order. If you order more than once from us, it is advisable to create an account. Your details will then be known to us, so you do not have to provide them with every order.
How do I create an account?
When placing an order, you will be asked to enter your details. An option is offered to save this data by creating an account.
Why should I create an account?
If you create an account, you do not have to fill in your details every time you place an order.
I can’t put products in my shopping basket, how can I do that?
We probably have a malfunction. Please contact the Customer Service department so that we can solve the problem as soon as possible.
Do I reserve an item as soon as it is in my shopping basket?
No, items added to your shopping basket are not reserved. However, you can add the products to your Wishlist. Here you can place items you like and may want to buy at a later date.
I would like to change my email address, how can I do that?
In My Hang Eleven it is possible to change your email address. To do this, log in with your login details and go to My Profile. There is an option to change both your account and other details.
How can I change my name/address?
By logging in with your account, it is possible to change your details in My Profile.
I would like to see the status of my order, where can I do that?
We will keep you informed about the status of your order via email or SMS. If you have chosen to have your order delivered to your home, you can follow the status of your order via a track & trace of PostNL. You can also see your placed orders and their details in ‘My orders’.
How do I know if my order has been successful?
At the end of the order, we will let you know via an order confirmation email if the order has been received correctly.
I forgot my password. What should I do?
To the right of the menu is an option log in. When you click on this, a screen will open.
This screen also contains a link: ‘Forgot your password?’