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  • Frequently Asked Questions
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Frequently Asked Questions

Delivery of your order

We do everything in our power to ensure that it is possible to order your favorite Hang Eleven items 24/7. However, sometimes our delivery services are very busy due to stricter Corona procedures for the safety of the deliverers and yours. As a result, your order can be delivered later than you are used to from us.

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-store. We charge €3.95 for returns via PostNL and €8,50 for German returns. This will be deducted from the refund of the purchase amount. 

Returns in-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) 20-3412636 or fill in our contact form.

How long does it take to ship my order?

NL & DE: 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 fill them in 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 cannot 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. We will send you an email with the link. 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?’

  • Orders

    NL & DE: If you order before 22:00, you will receive your order within 1 to 3 working days.

    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 fill them in with every order.

    When placing an order, you will be asked to enter your details. An option is offered to save this data by creating an account.

    If you create an account, you do not have to fill in your details every time you place an order.

    We probably have a malfunction. Please contact the Customer Service department so that we can solve the problem as soon as possible.

    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.

    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.

    By logging in with your account, it is possible to change your details in My Profile.

    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. We will send you an email with the link. You can also see your placed orders and their details in ‘My orders’.

    At the end of the order, we will let you know via an order confirmation email if the order has been received correctly.

    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?’

  • Payment

    You can pay in different ways, by using  iDeal, Credit card, Afterpay, Paypal and Sofort Banking.

    A payment will be processed within 7 working days.

    You will receive a message from us as soon as we have received the articles. This message will also indicate when the money will be refunded to your account.

    Of course you will get your money back. We will do our best to refund the payment as soon as possible. If you do not have the money back in your account within 14 days, please contact us on +31 (0)20 - 3412636. We will make sure that the money is transfered back into your account as soon as possible.

    You will receive a payment reminder if you still have an outstanding balance with us. If you think this is unjustified, feel free to contact us at hello@hang-eleven.com or +31 (0)20-3412636.

  • Delivery

    NL: Your order will be delivered via PostNL. Would you rather pick up your order somewhere? That is possible, you can indicate whether you would like to pick up your order at a PostNL service point.
    DE: Your order will be delivered up to the Dutch border via PostNL. From Germany, the choice of postal service will depend on the part of Germany where the package will be delivered. It is only possible to choose home delivery (for now).

    You can track the status of your order using the track & trace code you received by mail. If not, please contact our customer service.

    Yes, you can choose to have an order delivered up to 10 days after the day of ordering. Unfortunately, it is not (yet) possible to deliver on Sundays and public holidays.

    Using the track & trace code you received by mail, you can see when the postal service will offer your order again.

    Yes, during your order you can indicate at which address you would like to receive your package.

    NL: The shipping costs are free of charge for orders from €75. For orders below €75 we charge €3,95 shipping costs.
    DE: The shipping costs are free of charge for orders from €100. For orders below €100 we charge €7,50 shipping costs.

    With a track & trace code you can view the status of your order. You will receive the Track & Trace link by mail. If not, Please contact our customer support.

    The Customer Service department can help you trace your package. Please feel free to contact us at hello@hang-eleven.com or +31(0)20-3412636

    NL: During your order you can indicate whether you want to pick up your order at a PostNL (or local) service point. You can indicate which point is closest to you.

    DE: Only home delivery is possible (for now).

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from 8:30 - 18:00

020-3412636
hello@hang-eleven.com

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