Refund policy

Last updated: 13th of November 2026

You have 14 days after receiving your package to return or exchange your order.

Ordered between 13 November and 29 December 2026? You can exchange or choose 115% store credit until 15 January 2027. UK orders have their own terms, see below.

EU and rest of world

Within 14 days after delivery

Refund to your original payment method:
-> EU return portal

Exchange for a different size or item, or choose 115% store credit:
-> EU exchange portal

After 14 days

Only for orders placed between 13 November and 29 December 2026: you can still exchange or choose 115% store credit until 15 January 2027.
-> EU exchange portal

Refunds to your original payment method are only possible within 14 days after delivery. Orders placed outside these dates can’t be returned after 14 days.

Paid with Klarna or another Buy Now Pay Later method?

Store credit isn’t available for these orders. You can choose a refund within 14 days after delivery, or an exchange. The holiday extension until 15 January 2027 applies to exchanges only.

United Kingdom

UK returns: UK return portal

Within 14 days after delivery, you can choose a refund to your original payment method or 115% store credit. After 14 days, you can still use the UK portal, but only 115% store credit is offered.

Exchanges aren’t available for UK orders: choose store credit and place a new order instead. The holiday extension doesn’t apply to UK orders.

Paid with Klarna or another Buy Now Pay Later method? Only a refund within 14 days after delivery is possible.

How it works

Choose your portal above, select the items you want to return or exchange, and follow the steps. You’ll receive a return label and instructions by email. Pack your items in their original condition and drop off the parcel.

Items must be unworn, unused, unwashed, with all original tags attached. Items damaged by washing or improper care cannot be returned.

Can’t use the portal? Email us at support@hang-eleven.com within the 14 days and we’ll help you.

115% store credit

Instead of a refund, you receive 115% of your purchase value as store credit. It’s delivered instantly by email as a gift card, never expires and can be used on any product. Not available for orders paid with Klarna or other Buy Now Pay Later methods.

Exchanges

Exchanges are free (not available for UK orders). Swap for a different size, color or product. Your new item usually ships within 3 business days after your exchange is confirmed.

Return shipping

If you choose a refund to your original payment method, return shipping costs are your responsibility. You don’t pay upfront: the cost is deducted from your refund. Returns and exchanges are free in our store on Haarlemmerdijk 93B in Amsterdam.

Refunds

We refund as soon as possible and no later than 14 days after you request your return. We may wait until we’ve received your item or proof that you’ve sent it. Depending on your bank, it may take a few extra days to show in your account. You’ll get an email once it’s done.

For orders shipped outside the EU (except the United Kingdom), import duties and taxes paid on delivery are not refunded by Hang Eleven. You may be able to reclaim them from your local customs authority.

Fair use

To keep this policy generous for everyone, we may refuse returns that appear abusive or fraudulent, as described in Article 18 of our Terms of Service.

Questions?

Email support@hang-eleven.com or call +31 20 804 0477.