We recommend washing our garments inside out at a maximum temperature of 30°C. Additionally, we advise air drying the clothing rather than using a tumble dryer.

If you receive an item that does not meet your expectations, such as a damaged or dirty product, please contact us. You can always exchange the products for FREE via our Return Portal. Please provide photos or any relevant information so we can address the issue effectively.

Once an item has been washed, the warranty is no longer valid. Unfortunately, this means we cannot guarantee a replacement or refund.

However, if you’re experiencing an issue with a washed item, feel free to send us clear photos along with a brief description of the problem. We review each case individually and will do our best to offer a suitable solution whenever possible.

€5.95 Shipping Fee 

• Netherlands
• Belgium
• Germany
• United Kingdom

€7.95 Shipping Fee 

• Spain
• Italy

€8.95 Shipping Fee 

• Poland

€9.95 Shipping Fee

• Austria
• Hungary
• Croatia
• Slovakia
• Slovenia
• Czech Republic
• Denmark
• France
• Sweden
• Portugal
• Luxembourg
• Sweden
• Switzerland

€14.95 Shipping Fee 

• Romania
• Estonia
• Latvia
• Lithuania

€16.95 Shipping Fee

• Norway

€19.95 Shipping Fee

• Ireland
• Finland
• Bulgaria
• Greece
• United States
• Mexico
• Canada

To ensure complete transparency and set clear expectations, Hang Eleven provides estimated shipping times for each destination. Delivery windows are expressed in business days and represent typical transit times under normal conditions. This guide helps customers plan their orders and feel confident that their items will arrive within the stated timeframe. 

If your country is not in the list, you can always ask our support team for an estimated delivery time. If you have any questions or require expedited options, our customer service team is ready to assist.

As long as you have not received confirmation that your order has been shipped, the address can still be changed. We try our very best to change your shipping address, but it is only possible if your order is not fulfilled yet. Please contact our support team on the website. The agent will assist you further in adjusting your address. 

Yes, we ship internationally, including to countries outside of the European Union. However, please note that shipments to non-EU countries may be subject to additional customs duties, import taxes (VAT), and clearance fees. These charges are determined by the destination country's customs regulations and are the responsibility of the recipient.

For more information on potential fees and delivery expectations for your country, please refer to your local 'customs regulations' information or contact our support team.

At Hang Eleven, we want you to be fully satisfied with your purchase. However, we understand that sometimes things don’t work out, and we offer a hassle-free return and exchange process to make it easy for you to return items if needed.

Return conditions:

To return or exchange an item, please make sure that your request meets the following conditions:

1. Items must be returned within 14 days of arrival of the package.

2. The item must be in its original condition – unworn, unwashed, and with all tags still attached.

3. There is no warranty for issues caused by washing. Any damage after washing is the responsibility of the customer.

4. Regular return shipping costs are the responsibility of the customer. Exchanges are free of charge, and returns or exchanges in-store are also free of cost.

Refund or exchange:

Once your return is received and inspected, we will process your refund or exchange within 7 business days. You will receive an email confirmation with the details of your refund or exchange.

Exchange policy:

Exchanges are free of charge. You can choose a different size or color, or exchange for a different item entirely. If you prefer to return an item for a refund instead, please follow the return process outlined above.

If you need assistance or have any further questions, don’t hesitate to reach out to our customer support team. We’re here to help!

Follow these steps to process your return or exchange:

1. Visit our Return Portal and log in with your email address and order number (e.g. #12345).

2. Choose the items you wish to return or exchange and specify the reason for the return.

3. Select your preferred shipping carrier and pay for the return shipping.

4. After completing the payment (in case of a return), print your return label and attach it to the package.

5. Drop off your package at your chosen carrier’s location and ensure it is scanned for tracking.

Exchanges are completely free! Simply register your exchange through our Return Portal.

You can exchange your item for a different size, color, or even a completely different product. If you choose to exchange for an item of a different price, whether more expensive or less, the price difference will be adjusted accordingly.

It is possible to return 2 orders within 1 package.

Please follow the steps below:

1. Register one of the two orders via our Return Portal.

2. Include a note inside your return package with the order number (e.g. #12345) and items from the second (unregistered) order.

3. Send an email to support@hang-eleven.com including both order numbers and the returned items from the unregistered order. Also, let us know whether you'd like a refund or an exchange for other items.

4. Once your return package has been delivered, please let us know so we can process your return.

If you experience any issues with the return portal, such as technical glitches or if it does not generate a return label, please try the following:

• Refresh the return portal page and attempt to access the label again.
• Try using a different web browser to access the portal.

If these steps do not resolve the issue, reach out to support@hang-eleven.com and they will assist you. We value your patience and cooperation.

Once you have sent back your item, it will typically be processed by our returns department within a specific date range. For refunds, the process may take a few business days after receipt, and you will receive a confirmation once the return is processed, indicating when the refund will be credited to your account. If it has been more than 3 working days since the returns department received your item and you have not heard from us, please get in touch and we will investigate further.

When you want to exchange a Summer Bundle for a different size, please follow these steps:

⚠️ Important:
Summer Bundles can only be exchanged if both items are returned together.
It’s not possible to exchange just one item from the bundle — both must be sent back.
You can exchange them for the same items in a different size.

How to do it:

1. Go to our return portal

2. Enter your details

3. Select both items from the Summer Bundle

4. Choose "refund" for one item and "exchange" for the other

5. Select the correct size/item from the Summer Bundles category

You can track the status of your order using the track & trace code you received by email or in your account on our website. 

If you have not received this, your order is not shipped out yet or you have filled in the wrong e-mail address. If you have questions about your orderstatus or want to change your e-mail address, please check your account or contact our AI Agent. 

If the track & trace code is not working or showing wrong data, please contact our customer support.

Based on the track & trace code you received by e-mail, you can see at which parcel point or neighbour the postal service has delivered your package.

If you find that an item is damaged or doesn't meet your expectations, please provide us with a photo of the damage, and we will look into a solution for you. Another option is to return the item following the instructions on our Return Portal. We ensure to assist you in finding the best course of action to address the issue.

With a track & trace code you can view the status of your order. You will receive the Track & Trace link by email.

If you have not received this, your order is not shipped out yet or you have filled in the wrong e-mail address. If you have questions about your orderstatus or want to change your e-mail address, please check your account or contact our AI Agent. 

If the track & trace code is not working or showing wrong data, please contact our customer support.