Frequently Asked Questions

Frequently Asked Questions

RETURNS

How do I return an item?

Fill out the return form or when you have an Hang Eleven customer account, you can also login into your account and announce the return in your order history. You can download the Form Here. You can also use this form if you want to change your order to for a different size, colour, or other product.

Return address:

Hang Eleven BV

Huidenstraat 19

1016 ER Amsterdam

When do I receive my refund?

We will refund the amount paid for the item within 14 days after we have received the item. Note that we must have received the item or that you can show you have returned the item.

What to do when you received a damaged item?

In case you received a damaged / defective product, there is a product guarantee on all products with a duration of 14 days after the purchase date. Please contact the customer service included an image of the damaged product.

Have you received my returned items already?

We will notify you by email once we did the refund of your returned items.   

What do I need to pay if I would like to return my order?

The shipping costs of your return within The Netherlands will be 5,95 (including tracking code 6,95). Returns from other countries vary per country. We advice you to check the prices at your local shipment service.

 

ORDERS AND DELIVERY

How can I place an order?

1: Place an item in your shopping cart
2: Enter your personal & delivery information
3: Choose one of the payment options
4: Place your order accepting the 'term and conditions' and click on the 'Buy' button.

Do I need to have an account to place an order?

No, you don't need an account to place an order. It makes it easier to order with your personal account to see your orders in an overview.

How can I check my order status?

You can check the status of your order with the tracking code you've received in the confirmation e-mail after the confirmation of your order.

My order is still not delivered after 1-3 working days, what should I do?

Normally you should receive your order the next day. Due to the shipment services it could take a few days longer when it's busy. If it takes longer than one week, please contact us at [email protected]