Frequently Asked Questions
EU Customers
Order
How do I check/track my order status?
You can check the status of your order and view detailed tracking information by entering your Order Number and Email Address here.
How do I place an order?
Add desired items to shopping cart. Once finished, follow these steps:
- Click the shopping cart icon on the top right of your screen, then click “Go To Checkout” to proceed
- In the shopping cart you can edit your order, and if you have a promo code you can enter that here. Proceed to payment and delivery details by clicking “Go To Checkout”
- Choose Log In / Create Account if you have an account or wish to create an account to make your next checkout smoother. Choose “Checkout As Guest” if you don’t wish to create an account.
- Enter your shipping information and billing information and click “Place Order” to complete the checkout.
What happens after I place an order?
After placing the order, a confirmation will be shown on the screen and within 2 hours you will receive an order confirmation by email. If you don’t see the e-mail in your inbox, please check your spam folder.
You will also receive an email when the order is ready to be sent from our warehouse. This email will contain a link where you can track your order status.
Is it possible to cancel or change an order?
No, the order is sent to the warehouse immediately when it is placed on our website and in connection with that, our warehouse will begin packing your order. Therefore, it is not possible to cancel or change an order placed on our website.
When will my order be processed?
Orders are processed Monday-Friday (excluding holidays).
Can I purchase and/or use digital gift cards?
5.11 Gift Cards are redeemable for merchandise at any 5.11 Tactical-owned retail locations in the United States or online. Gift cards, both physical and digital, are only available to U.S. residents and are only redeemable in the U.S. Upon redemption, any unused balance will remain on the Gift Card for future purchases. Gift Cards cannot be redeemed for cash unless required by law. Safeguard Gift Cards as you would cash. Gift Cards will not be replaced if lost or stolen and no refunds or exchanges are available. Gift Cards have no expiration date.
Payment
What are my payment options?
Visa or Mastercard
When is my card charged after I place my order?
When placing your order the amount is reserved on your card. Once the items ship your card will be charged.
Delivery
What is the delivery time?
Orders will arrive within 5-7 business days (not including Saturday and Sunday), following credit card authorization.
What shipping methods do you offer?
We ship using DHL Parcel Connect.
What are your shipping rates?
DHL Service Point EUR4.95. Free on orders of EUR80 or more
Can I change my delivery address?
After your order is placed you cannot change any given information on the order due to safety reasons. If you realize you entered some details wrong, please contact customer service.
Which countries do you ship to?
From this site (EU) we ship to:
Austria
Belgium
Bulgaria
Croatia
Czech Republic
Denmark
Estonia
Greece
Hungary
Ireland (excluding Northern Ireland)
Latvia
Lithuania
Luxembourg
The Netherlands
Poland
Portugal
Rumania
Slovakia
Slovenia
From country specific sites we ship to Sweden, Germany, Italy and Spain
Promotion Codes
How do I use a promotion code?
Enter your promotion code under “Summary” in the second step of the shopping cart or at the checkout screen in the ”Add Discount Code” field under the ”Order Summary.”
Can I add a promotion code after the order has been placed?
No.
Does the use of a promotion code have any impact on my right to return?
No, you still have the same right to return merchandise you ordered.
Returns
What is your return policy?
5.11 Tactical has a 90-day returns and exchanges policy. You may return your merchandise to 5.11 Tactical within 90 days upon the receipt of your product. Refunds will be applied to original credit card used at the time of purchase. Kindly be aware, that while we happily refund the entire product cost, the initial shipping charge remains non-refundable. This is because the shipping fee compensates for our logistics partner's service of delivering your order, a task that's already fulfilled once you receive the item. Hence, this particular expense is irrecoverable for us.
How do I return a product I purchased?
Click here to initiate a return. Follow the steps to create your return. The return label will be emailed to you once the return has been processed. Print and attach the label to your package and drop it off at any DHL Service Point location.
When will my return be handled and refunded?
The return takes 10-15 business days counting from the day you handed in the return.
Exchange
How do I do an exchange?
Return the item you received according to the return policy and then place a new order on the website. If there has been a change in price for the item when you place the new order, please contact customer service for help: cs.ce.emea11tactical.com.
Something is wrong
The parcel is damaged, what should I do?
Take a photo of the damage and the whole parcel before opening the package. If only the packaging is damaged, but the products are not affected you don’t need to do anything.
If any product is damaged, send photos of the product and damage, your name and order number to cs.ce.emea@511tactical.com.
Something is missing in my package.
Send an email with your order number, your name and what item is missing to cs.ce.emea@11tactical.com.
If the package was damaged, we need photos of the package as well, including a photo of the shipping label.
How do I make a claim?
Send an email to cs.ce.emea@11tactical.com with the following information:
- Order number
- A picture of the item in its entirety
- Detail pictures of the defect
- Short information about how it occurred and when you perceived the defect
- Have you washed or clean the item? If yes, how?
With this information, customer service will help you with the claim.
Your Account
Why create an account?
To store information in our system for smoother checkout in the future and easier order tracking.
How long does it take to get a response after submitting a request on the Contact Us page?
Typically within 48 hours of receiving the request (Monday-Friday)