We do everything we can to ensure that it is possible to order your favorite Hang Eleven items 24/7. However, sometimes our delivery services are a bit busier. This means that your order may be delivered a little later than you are used to from us.

What are the shipping costs?

Zone 1: Netherlands, Germany & Belgium
Free shipping for orders over €85.
€5.95 Shipping costs for orders under €85

Zone 2: France, Spain, Portugal, Italy, Luxembourg
Free shipping for orders over €150.
€9.95 Shipping costs for orders under €150

Zone 3: United States, Mexico & Canada
Free shipping for orders over €200.
€19.95 shipping costs for orders under €200

Zone 4: Rest of the world
Free shipping for orders over €200.
€9.95 shipping costs for orders under €200


How will my order be delivered?
Via the Shipping Matrix of our fulfillment party the best and fastest delivery person in your area is automatically selected. At the moment we only offer the 'Home delivery' option, but don't worry, we also ask the neighbors if they can accept the package if you are not there.

When will my order be delivered?
You can track the status of your order using the track & trace code you received by email. If not, please contact our customer service.

I was not at home when my package was delivered , when will the next delivery take place?
Based on the track & trace code you received by post, you can see when the postal service will deliver your order again.

What is a track & trace code?
With a track & trace code you can view the status of your order. You will receive the Track & Trace link by email. If not, please contact our customer service team.

I cannot find my order after searching on the track & trace code?
The Customer Service department can help you track your package. Please feel free to contact us at support@hang-eleven.com.

In addition to delivery, returns may also be delayed due to busy times at delivery suppliers. We are working hard to process all returns as quickly as possible!

Returns can be made by post as usual. We charge €6.90 for returns. This will be deducted from the refund of the purchase amount.

Free returns and exchanges are possible in the store.

How long will it take to ship my order?
NL/BE & DE: If you order before 11:45 PM, you will receive your order within 1 to 3 working days.

I want to order for the first time, how do I do that?
You can place an order from your shopping cart. You don't need to have an account to place an order. If you order from us multiple times, it is advisable to create an account. Your details are then known to us, so you do not have to enter them for every order.

How do I create an account?
When placing an order you will be asked to fill in your details. An option is provided to save this data by creating an account.

Why should I create an account?
If you create an account, you do not have to fill in your details every time you place an order.

I cannot add products to my shopping cart, how can I do that?
We're probably having an outage. Please contact our Customer Service department so that we can resolve the problem as quickly as possible.

Do I reserve an item as soon as it is in my shopping cart?
No, items added to your shopping cart are not reserved.

I want to change my email address, how do I do that?
It is possible to change your email address in your account. To do this, log in with your login details and go to Account. There is an option to change both your account and other information.

How can I change my name/address?
By logging in with your account it is possible to change your details in Account.

I would like to see the status of my order, where can I do that?
We will keep you informed of the status of your order via email or text message. If you have chosen to have your order delivered to your home, you can track the status of your order via track & trace. We will send you an email with the link. You can also see your placed orders and their details in 'My Orders'.

How do I know if my order was successful?
At the end of the order, we will let you know via an order confirmation email whether the order has been received correctly.

I forgot my password. What should I do?
To the right of the menu is a 'Login' option. If you click on this, a screen will open.
This screen also contains a link: 'Forgot your password?'

What payment options are there?
You can pay in different ways with all payment options shown on the website here.

How long will it take for my payment to be processed?
A payment will be processed within 7 working days.

I have returned my item. When will I get my money back?
You will receive a message from us as soon as we have received the items. This message also indicates when the money will be refunded to your account.

I accidentally paid twice or too much, can I get this money back?
Of course you will get your money back. We will do our best to refund the payment as soon as possible. If you do not have the money in your account within 14 days, please contact us Contact Form. We ensure that the money is back in your account as quickly as possible.

Why did I receive a payment reminder?
You will receive a payment reminder if you still have an outstanding balance with us. If you think this is unjustified, please feel free to contact us at support@hang-eleven.com

If your question is not listed, please feel free to contact our customer service from Monday to Friday between 9:00 AM and 5:00 PM.

Please contact us via contact form.