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Frequently asked questions
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.
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.
Simply enter your order details into our Return Portal - we’ll right away send through all of the relevant information to complete your return.
If something isn’t quite right our products can be returned within 30 days of receipt, no questions asked. Please note that personalized 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.
We partner with UPS.
Yes, of course! We ship worldwide.
Unfortunately, we cannot deliver to post office boxes or collection stations (DHL Packstation).
Our orders are processed immediately after being placed, and can therefore not be changed.
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.
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.
Standard shipping takes 2–5 business days within the European Union and 6–8 business days to countries outside of the European Union. Customized items ship within 10 working days.
Once an order is submitted it, unfortunately, cannot be changed.
Refunds are processed within 10 business days. Your bank or credit card company may require additional time to clear the funds back to your account. We will notify you via email when we’ve processed the returned product(s) and you will receive your refund via the same method you used to pay for the product(s).
If your code doesn't work, make sure it is valid for the products in your cart. Some codes only apply to luggage, and some only for purchases of two or more products. Please note: only one code can be used per transaction.
Your payment data is encrypted and protected with the highest security standards in order to secure your payment data safely.
Your Gift Card is issued with a unique code. Enter this code at checkout to redeem the value. Any remaining balance will be kept on the Gift Card for three years from the date the Gift Card was purchased.
We accept Visa, Mastercard, American Express, PayPal, and Klarna.
The zippers on your luggage can generally be repaired or replaced but it depends on what specific component was damaged and where. If your zipper is broken, our customer support team can help you repair it. Email us at support@horizn-studios.com to open up a repair ticket.
Yes, the wheels on your Horizn luggage can be replaced. If your suitcase has a broken wheel, our customer support team can help you repair it. Email us at support@horizn-studios.com to open up a repair ticket in order for your luggage wheel to be replaced.
To protect your suitcase wheels and keep them running smoothly make sure they are free from debris. We recommend soaking the wheels in warm soapy water and using a brush to remove excess dirt.
Our 5-year warranty covers material defects, including cracks or breakages in the polycarbonate shell, broken wheels, defective handles/telescopic handles, and zippers. For more information please check our warranty page. If you have any problems, don’t hesitate to get in touch with our customer support team.
Smart and Essential models are exactly the same on the outside: same materials and same construction. Where they differ is on the features: Smart Models feature an integrated, removable power bank (except H7), a compression bad, and a hidden laundry bag.
Both our Cabin models are designed to fit in the overhead bin on all commercial aircraft: they are both made of the same aerospace-grade German polycarbonate. M5 features a smart front pocket for quick access to your laptop, tablet, phone, and travel documents. H5 is slightly roomier inside, with a volume two liters greater than M5.
Both Cabin Models M5 and H5 will fit in the overhead bin on all commercial aircraft. We recommend checking your fare conditions before you fly as luggage allowances vary greatly.
The combination lock is factory-set to 0-0-0. To unlock your case, set the dial to 0-0-0 and move the slider to the open position. To lock, place both zippers in the lock until they click into place. To set a new code, lock the zippers and set the dial to the current code.
Our Cabin Luggage is designed to fit in the overhead compartments of all major commercial aircraft. Each airline has its own policy regarding baggage allowance and fees, which is subject to change. We recommend checking your fare conditions before you fly. Here's our guide to airlines' standard sizes for cabin luggage.
Products in the Gion line, and our Transparent Liquids Bag, are 100% waterproof and feature a waterproof zipper. When lined with our premium, hydrophobic lining, our luggage, and wash bags become waterproof, but some liquids – such as oils – can soak through the lining if left for extended periods of time.
Yes. All products in the following colorways are 100% vegan: Graphite, Blue Vega, Pale Rose, and Mint; as well as all luggage in Marine Green, all Essential luggage, all Gion products, and SoFo Products in Black and Taupe. As of 2020, every product we produce will be free of animal-based materials. However, we do still have some stock on hand that was produced with leather parts. Please contact our customer support team if you have any questions.
All our Horizn Studios luggage models are made from the same premium German polycarbonate, with an ultra-durable and hydrophobic lining. The M5 Cabin model also features a front pocket constructed from ultra-durable ballistic nylon and finished with vegan Hi-Core tarpaulin, depending on the colorway.
Horizn Studios are the perfect premium travel luggage brand. They design smart luggage, backpacks, and accessories both for a daily commute and future long-haul trips. Every product is created to make a journey easier – whether on a daily commute or crossing continents.
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