Shipping & Returns

What if I need to change my order?

Once an order is submitted it unfortunately cannot 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.

When will I receive my order?

Standard shipping takes 2–5 business days within the European Union and 6–8 business days to countries outside of the European Union. Please allow an extra 1–2 days for personalised items.

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.

Do you ship to PO boxes?

Unfortunately we cannot deliver to post office boxes or collection stations (DHL Packstation).

Do you ship internationally?

Yes, of course! We ship worldwide.

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.

Which courier service do you work with?

We partner with UPS.

What is your exchange and return policy?

If something isn’t quite right our luggage can be returned within 100 days of receipt, no questions asked. Other products (bags and accessories) can be returned for a refund within 30 days of receipt. Please note that personalised items cannot be returned.
We will issue a full refund to the same method you used to pay.
Return shipments are free of charge within the EU. Please contact our customer support team for a return label.
If you are located outside the EU, 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.

What is your 100-day risk-free return policy on luggage?

Whether you fly twice a week or once a year, your luggage should be a reliable companion you can fall back on for years to come. That’s why we give you 100 days to take your new luggage for a spin – no risk involved. If you decide that it’s not the perfect match, you can send us an e-mail at support@horizn-studios.com and we’ll send you a return shipping label, no questions asked.
For more information please check our return policy here.

How do I return an order?

If you are in the EU and wish to return an item, please email support@horizn-studios.com with your order number and we’ll send you a return label.

If you are outside of the EU, you are responsible for returning the product to Horizn Studios and any associated costs. Please put the product back in its box and send it back to us:
HS New Travel GmbH
c/o Radial GmbH
Siriusstrasse 3
06116 Halle (Saale)
Germany

For more information please check our return policy here.

What if my order arrives damaged or faulty?

In the very unlikely event that you receive a damaged or faulty item, please contact us at support@horizn-studios.com 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.

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