Return and Exchanges

If for whatever reason you wish to return your online purchase, you can easily return or exchange the product(s) within 14 days after you've received it. You can return the item(s) back by simply follow these steps:

  1. Make sure the item(s) are in an unused original condition and they include all original packaging and price tags etc. 
  2. Place the item(s) in a shipping box. You can use the box that has been sent to you initially if it isn't damaged. 
  3. 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 Return Form here. You can also use this form if you want to change your order to for a different size, colour, or other product.
  4. Label the box with the return shipping address (you can find it on the form). 
  5. Drop the box off at a trusted shipping carrier. We are not responsible for products that are returned to us in error. Make sure you include a tracking service so the package can always be traced. 
  6. If you want to exchange your product, please fill that in on the return form.

 

IMPORTANT NOTES

  • All returns must be sent via registered mail in an unused original condition and they include all original packaging and price tags etc. otherwise we can not accept the return.
  • Returns may take up to 5 working days to process once we have received it.
  • Please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund the amount of the returned item(s). 
  • Note that upon returning or exchanging any products you make sure to notify your local customs office. They will then refund you the tax and customs fee or prevent you from having to pay them twice. Unfortunately, this isn't anything we can control from here.
  • Returns that arrive with us later than 14 days after you have received it, cannot be refunded.
  • In case of a return, we will refund your payment (excl. return shipping costs) within 14 days.
  • PLEASE NOTE: When you return a part of your order, and your order is above €70, we are in need to charge the shipping costs afterwards with the refund of the returned products.
  • In case of an exchange, you will not be charged for the costs of the second shipment. NB; we do not cover the second shipment for orders outside Western Europe.
  • 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.

For more info, please contact us at [email protected]