Refund policy
Last updated: 12th of November 2026
You have 14 days after receiving your package to return or exchange your order.
Within those 14 days you can choose a refund, a free exchange or 115% store credit. Start in the right portal below.
Holiday season: more time to exchange
Orders placed between 13 November and 29 December 2026 can be exchanged or returned for 115% store credit until 15 January 2027. Use the exchange portal below. Refunds to your original payment method are only possible within 14 days after receiving your package. This extension applies to UK orders, but Klarna orders are excluded.
EU and rest of world
Return your item for a refund: [EU] RETURN PORTAL
Exchange here. Want a different size or item? [EU] EXCHANGE PORTAL
United Kingdom
UK-only returns: UK RETURN PORTAL
Questions about your return or exchange? Let us know at support@hang-eleven.com.
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.
United Kingdom
Within 14 days after receiving your package, 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 are not available for UK orders: choose store credit and place a new order instead.
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.
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
Return shipping costs are the responsibility of the customer if you choose for refund to your original payment method. 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.