Refund policy

Last updated: 12th of November 2026

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.
*Different terms apply for UK, check UK-policy below

EU Policy

Still within 14 days of delivery? You can request a refund, exchange or store credit.
Click this link to request an exchange for a different size or item
-> [EU] EXCHANGE PORTAL

Click this link for a refund to your original payment method
-> [EU] RETURN PORTAL

After 14 days of delivery? You can still exchange or receive a giftcard (+115%) until 15th of January
Click this link -> [EU] EXCHANGE PORTAL

Refunds to your original payment method are only possible within 14 days after receiving your package. Please note, this extension applies to UK orders; but Klarna orders are excluded.

UK Policy

UK-only returns: UK RETURN PORTAL

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.

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.

Questions about your return or exchange? Let us know at support@hang-eleven.com.

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.