Shipping & Returns
What if I need to change my order?
Once an order is submitted it unfortunately cannot be changed.
When will I receive my order?
Standard shipping takes 2–5 business days within the European Union and countries outside of the European Union. Customised items ship within 3-5 working days.
How can I track my order?
As soon as your order has been shipped, we will send you a shipping confirmation with a tracking number and link directing you to our logistics partner’s delivery service.
When will I receive my pre-order?
We know you’re eager to get your new travel companion and promise the wait will be worth it! We’ll keep you informed as to the estimated shipping date once you place a pre-order with us. Sometimes, unforeseen delays may occur, but we promise we’ll do our best to make sure you get your new items in the timeliest manner possible.
Can I change my delivery address?
Our orders are processed immediately after being placed, and can therefore not be changed.
What does shipping cost?
For luggage, and all orders over €150, we offer free standard shipping within the EU. For all other orders shipping starts at €5. Please refer to our Shipping Information Page for more information.
Do you ship internationally?
Yes, of course! We ship worldwide.
Do you ship to PO boxes?
Unfortunately we cannot deliver to post office boxes or collection stations (DHL Packstation).
Which courier service do you work with?
We partner with UPS, DHL and EVRI.
What is your exchange and return policy?
If something isn’t quite right our luggage can be returned within 100 days of receipt. Backpacks, bags, and accessories purchased from 1st December 2023 can be returned up until 15th of January – no questions asked. Please note that personalised items cannot be returned.
We will issue a full refund to the same method you used to pay.
Please request a return via the Return Portal.
If you are located outside the EU, Switzerland, Norway or the UK, you are responsible for returning the product to Horizn Studios and any associated costs.
We cannot exchange one product for another at this time – thank you for your understanding. Please return your item(s) and place a new order at our online shop.
For more information please check our return policy here.
I'm located in an EU country but I want products to be shipped to an non-EU country/ worldwide. How much does shipping cost?
Shipping costs are calculated based on the shipping address. Please refer to our Shipping Information Page for more information.
How do I return an order?
Simply enter your order details into our Return Portal - we’ll right away send through all of the relevant information to complete your return.
What if my order arrives damaged or faulty?
In the very unlikely event that you receive a damaged or faulty item, please get in touch via our Customer Contact Form within 14 days. Please include a photo of the damaged item and your order number. We’ll take care of the rest.
I just received my order and something is missing. What do I do?
If you notice something missing from your delivery, please notify our customer support team immediately. We can only process claims for incomplete orders within 14 days of receipt.