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Frequently Asked Questions
Shipping & Returns
Can I make changes to my order?
Since all orders are processed automatically, we're unfortunately unable to make changes or cancellations once they've been placed.
How long will it take for my order to arrive?
Delivery within Germany takes 1 – 3 business days with standard shipping, or 1 – 2 business days with UPS Express. For all other countries, delivery takes 2 – 5 business 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.
How can I change my delivery address?
As orders are processed automatically, we’re unfortunately unable to update or modify the shipping address after the order has been placed.
What does shipping cost?
Shipping costs vary depending on the order value and destination country:
Within the EU:
Free shipping on luggage and orders over €150.
For orders under €150, a shipping fee of €5 applies.
Within the United Kingdom:
Free shipping on luggage and orders over £150.
For orders under £150, the shipping fee is £20.
Switzerland:
A flat shipping fee of €20 applies to all orders.
USA:
Currently not available due to ongoing tariff regulations.
Other countries:
Shipping costs are calculated based on the weight of the order and the destination country. The final amount will be shown in the second step of checkout.
Please note that different shipping conditions may apply for certain regions. For more information, please refer to our Payment & Delivery page.
Do you ship internationally?
Yes, we deliver to almost every country in the world. Depending on regional circumstances, we reserve the right to decline orders from certain areas.
Due to ongoing tariff regulations, we are no longer able to ship to the United States. We will revisit shipping to the United States when there are further updates.
Do you ship to PO boxes?
Unfortunately we cannot deliver to post office boxes or collection stations (DHL Packstation).
Which delivery service do you use?
Within Germany and to Austria, we ship via DHL or UPS.
All other international orders are shipped via UPS.
What is your exchange and return policy?
Suitcases can be returned within 100 days of receipt.
All other items – including backpacks, bags, and accessories – can be returned within 30 days.
Personalised products are excluded from returns.
Refunds will be issued via the original payment method used at checkout.
To start a return, please register it via our Return Portal on the website.
If you're returning an item from outside the EU or the UK, you’ll be responsible for the return shipping costs.
How do you calculate shipping costs?
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 register your return through our Return Portal, select a return option, and we’ll send you all the required documents via email.
What should I do if my order is damaged on arrival?
We’re very sorry if your order arrives damaged – that should not happen.
Please reach out to our customer care team via the contact form. We’ll get back to you as soon as possible.
To speed up the process, kindly attach clear photos showing the damage.
I just received my order and something is missing. What do I do?
Your order may arrive in multiple shipments. Please take a look at the shipping confirmation email(s) we’ve sent you. If something is truly missing, feel free to reach out to our customer care team through the contact form – we’ll be happy to help.
Payment & Refunds
Is my personal information confidential?
The protection of your personal data is very important to us. We only collect and use your personal data for purposes that you’ve given prior consent to, such as for our newsletter and for processing orders.
Only where necessary, such as when we prepare your order for shipping, is your personal data made available to carefully selected providers who only process your data as instructed and on behalf of us.
What if my discount code is not working?
Make sure the discount code is valid for the items in your cart. Some codes apply only to suitcases, while others require a minimum of two items. Please note that most discount codes don’t apply to already discounted products, and only one code can be used per order.
What are my payment options?
We accept Visa, Mastercard, American Express, PayPal and Klarna.
How can I redeem a gift card?
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.
Do you have any discount codes?
Sign up for our newsletter via the form at the bottom of our website and receive a welcome discount code as a new customer.
Please note: the code is only valid for a limited time.
How do I know I can order safely?
Your payment data is encrypted and protected with the highest security standards in order to secure your payment data safely.
When can I expect my refund?
Once your return has arrived and been checked at our warehouse, your refund will be issued within 8 business days.
Your refund will be credited to the original payment method used for the purchase (e.g. credit card, PayPal, Klarna). Depending on your provider, the transaction may show up under a different name.
Products
What is the difference between M5 and H5?
Both of our cabin luggage models are perfectly sized to fit in the overhead bins of all major airlines. Crafted from premium polycarbonate made in Germany, they combine durability with lightweight design. The M5 comes with an additional front pocket for easy access to your laptop, tablet, phone, and travel essentials — plus, it offers one extra litre of packing space compared to the H5.
Which airlines approve my cabin luggage?
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. Read our guide to airlines' standard sizes for cabin luggage.
Is it possible to customize my luggage tag?
A luggage tag is included with all of our suitcases, but it does not come personalized. If you’d like a personalized luggage tag, please visit the product page and click on “Monogram”.
If you’ve already purchased your suitcase, you’re also welcome to visit one of our flagship stores – we’ll be happy to add your monogram afterwards.
Personalized luggage tags are shipped within 10 business days.
Please note that personalized items are excluded from exchange and return.
What do I use the front pocket on the M5 Cabin Luggage for?
The front pocket is designed to give you quick access to your travel documents and electronics, so that you can fly through airport security. It has separate compartments for a tablet, phone and 15" laptop.
What materials are your suitcases made from?
All of our suitcases are crafted from the same high-quality German polycarbonate and come with a highly durable, water-repellent interior lining.
The M5 cabin model also features a front pocket made of ultra-tough nylon and vegan Hi-Core tarpaulin.
Are any of your products vegan?
Yes! As of 2020, every product we produce is PETA-approved vegan and therefore free of animal-based materials.
What is the difference between Gion Backpack M and S?
The Gion Backpack Size M has a capacity of 23l and measures 31 x 46 x 16cm (W x H x D). It has a separate, padded compartment for a 15" laptop and several smaller and hidden compartments for your phone, passport and wallet.
The Gion Backpack Size S has a capacity of 18l and measures 29 x 43 x 14.5cm. It will fit a 13” PC laptop, and features the same construction and compartments as its larger counterpart.
Which of your products are waterproof?
All items in the Gion series, along with our transparent liquids bags, are fully waterproof and feature waterproof zippers.
The hard shells of our suitcases are also waterproof, while the water-repellent interior lining offers extra protection.
Please note that in heavy rain, some moisture may enter through the zipper.
Is your Cabin Luggage compliant with cabin restrictions on budget airlines such as Ryanair, EasyJet etc.
Our Cabin Luggage is designed to fit in the overhead compartments of all major commercial aircraft. Each airline has their 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.
How to set the TSA-lock of my suitcase?
Your lock is preset to 0-0-0. To open it, set the numbers to 0-0-0 and slide the button to the open position. To lock it, insert both zipper pulls into the lock until they click into place.
How to set a new code:
Close the zippers and set the current code.
Use a pen to press the reset button until it clicks into place.
Set your new code by turning the dials to your chosen numbers.
Slide the button to the open position to confirm the new code.
Please make sure to remember your code — without it, a new one cannot be set.
A key is not required. Only authorized airport staff (such as the TSA) can open the lock using a TSA master key during a security inspection.
Maintenance, Repair & Warranty
Which parts of the trolley are covered by the warranty?
The lifetime warranty covers all functional aspects of your Horizn Studios luggage for the entire lifespan of the product. It applies exclusively to suitcases purchased on or after 1 February 2023.
The warranty does not cover purely cosmetic wear and tear (e.g. scratches), improper handling or use, or any damage – such as dents or cracks – caused by negligence, accidents, or mishandling by third parties, especially during air travel or transport.
How do I keep my suitcase in good condition?
Your luggage is shipped in a cotton dust bag. Between trips we recommend storing your luggage in the dust bag to protect it from dust build up and accidental scratches.
If you need to clean your luggage, use a soft cloth and warm water (and a mild soap if necessary) to clean the exterior. Do not use abrasive cloths, harsh cleaning agents, vinegar-based solutions, disinfectants, petroleum distillates, solvents or dilutions. To clean the lining, wipe it down with a damp cloth and if necessary, use a mild soap to get rid of stains. Do not soak the lining. Remove excess moisture with a fresh towel, then leave the case open to air dry.
How do I take care of my backpacks and bags?
All backpacks, bags, and accessories arrive in recycled cotton dust bags. We recommend keeping it, and store your item in it when you’re not on the road – it perfectly protects it from dust building up and accidental scratches.
To clean the exterior, just use a soft cloth, warm water, and mild detergent. Don’t use abrasive cloths, harsh cleaning agents, vinegar-based solutions, disinfectants, petroleum distillates, solvents, or dilutions. Don’t wash your item in the washing machine, unless the label specifies it. To clean the lining, wipe it down with a damp cloth and use a mild detergent to get rid of stains.
For more tips, check out our Care Guide.
How do I protect my suitcase wheels?
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.
Can the luggage wheels be replaced?
If your suitcase wheels are damaged, they can be replaced. Just reach out to our customer care team using the contact form and be sure to attach clear photos of the affected wheels.
Is it possible to repair the zippers on the suitcases?
This depends on the specific type of damage. Please get in touch with our customer care team and attach clear photos, so we can review your case and provide further assistance.
Smart Luggage Battery
Can my smart charger be taken on flights?
Our power bank is approved for use on all airlines.
For safety reasons, lithium batteries – such as those in our Smart Chargers – are not permitted in checked luggage. Simply remove the Smart Charger before checking in your suitcase and carry it with you in your hand luggage.
If you have any further questions, our customer care team will be happy to help via the contact form.
Why isn’t a Smart Charger included with the H7 Smart?
The H7 is designed for longer trips, and based on our experience, travellers often like to pair their check-in luggage with a cabin model that already includes a Smart Charger. Since lithium batteries like the ones in our Smart Chargers are not allowed in checked baggage, there has been strong demand from our customers for a check-in model without a Smart Charger.
Smart Chargers are available separately in our shop.
How do I charge the integrated battery?
The four LED lights indicate your battery's remaining charge; press the round button to show how much charge you have left. When your battery is low, the last LED will blink. To recharge, connect the included cable to the “IN” port, and the other end to a mains power source. The LED lights will blink during charging. When the battery is fully charged, all four lights will shine white.
What do I do if I lose my smart charger?
Replacement smart chargers for your luggage can be ordered here.
Do I need to pre-charge my Smart Charger?
Modern lithium batteries do not need to be pre-charged. For safety reasons, Smart Chargers are shipped with a minimal charge, but you can start using it straight away.
To recharge, pop the Smart Charger out of its housing and connect one end of the included cable to an IN port, and the other end to a mains power source. The LED lights will blink during charging, showing the current charge level. Once the battery is fully charged, all four lights will shine white.
Can I take the battery on flights to China/USA?
Yes. You can take our batteries into the cabin of all flights, including China and the US. In the event that you want to check in your luggage, you can easily pop out your battery and bring it with you into the cabin. Please note, airlines do not allow lithium batteries in the cargo hold.
Why does the micro-USB adapter have two USB ends (model HS5)?
The included cable is a USB/Lightning adapter, designed to support Apple devices. The micro-USB adapter for Android devices – and for recharging the battery – is located underneath the Lightning adapter.
What kind of battery do you use in your smart luggage?
Our integrated and removable battery is a powerful 10,000 mAh lithium battery with Qualcomm Quick Charge 3.0 technology (HS10 model). A multi-protection system protects your device from overcharging, high temperatures, short circuiting and other abnormal conditions, and A+ Lithium Polymer battery cells improve both the charging and discharging efficiency.
Your Smart Charger includes a built-in charging controller, compatible with most USB-charged devices – including iPad, iPhone, Android smart phones, MP3 / MP4 players and PSP / Switch.
How long does the battery last?
This depends on your device, but for most USB-powered devices, the battery holds at least three full charges.
General
Where can I see your products in person?
You can discover and try out our products in person at our flagship stores. A selection of our products is also available through selected retail partners across Europe. Please note that their terms and prices may differ from those offered in our own stores or online shop.
Where do you manufacture your luggage?
We’re committed to creating authentic, globally sourced products designed for travellers worldwide. Our premium polycarbonate is produced in Germany, our high-end 360° spinner wheels are made in Japan, and our durable nylon comes from Taiwan.
These materials are expertly assembled by specialists in China to craft our signature luggage – delivered to customers all over the world.
How do I get in touch with you?
You can get in touch via our Customer Contact Form at any time and we will get back to you as soon as we can.
Do you sell gift cards?
Yes! Choose between a digital Gift Card, which we deliver immediately to your inbox, or a physical Gift Card, which we ship to you in a Horizn Studios gift box. Find out more here.
Can I invite friends and get rewarded?
We love it when you share Horizn Studios with your friends!
After placing an order, you can sign up easily via the pop-up or directly here.
You’ll get a personal referral link to share. When someone shops using your link, they’ll receive a discount on their first order (minimum spend: €70).
As a thank you, you’ll receive a discount code for your next order once their purchase is complete (also valid for orders over €70).
The product I’m looking for is sold out. How will I know when it will be re-stocked?
Leave us your email address and we will email you the moment the product you are looking for is back in stock. Click the "Notify Me" button on the product page to get started.
How is your luggage made?
Crafted to the highest standards of German engineering, our suitcases bring together globally sourced, premium materials: German polycarbonate, Japanese 360° spinner wheels, and durable nylon from Taiwan.
These components are precisely assembled by industry experts in China to produce our signature luggage.
Our engineers and designers carefully select each material, and every product undergoes thorough testing and strict quality control.
As part of our commitment to minimising our environmental impact, our luggage production is 99% waste-free – and since 2020, all Horizn Studios products have been 100% vegan.
How can I see your job openings?
Follow us on LinkedIn, and check the Jobs page on our website.
Sale
Can I redeem my discount code for discounted items?
No, most discount codes cannot be applied to already discounted items.
Can I use one product's discount for another colour or model?
No. Discounts only apply to the exact products in the exact colors. The discounts can't be transferred to other products, designs or colours.
Can I use the online discount at other retail stockists?
No, our retail partners set their own pricing and promotions.
As a result, any sales, offers, or discount codes available on our website or in our flagship stores are exclusive to those locations and do not apply elsewhere.
I want to buy a product outside of the sale. Will this also have a longer delivery time?
Regular products outside the Sale will be delivered without delay and as usual within a few days. If your order contains both regular and sale products, the entire order will unfortunately be delivered late. You can find details about your delivery region under Payment & Delivery.
When will I receive my order? How long is the delivery time?
Please note that processing times may be longer during sales periods.
You’ll receive a shipping confirmation email with a tracking link as soon as your order has been handed over to the carrier.
Delivery typically takes a few days, depending on your location. For regional details, please see our Payment & Delivery page.
Are sale items eligible for return?
You can return items you have purchased during sale the same way, the same conditions apply. Please register your return via the Return Portal and return the item(s) within the return period.
As soon as we have received the return and the items have been checked, we will refund the purchase price.
How long do I have to return sale items?
All suitcases can be returned within 100 days. All other products, such as backpacks, within 30 days.
Please register your return via the Return Portal and return the item(s) within the return period.
Once we have received the return and the item(s) have been inspected, we will refund the purchase price.
What is the Easter Surprise and how does it work?
A: Receive a free surprise gift with every suitcase purchase. The offer is valid until 21 April, both online and in our Flagship Stores in Berlin and Hamburg. The surprise gift can be added to your cart at checkout and cannot be exchanged. Please note: The free gift cannot be combined with discount codes. If you prefer to use a discount code instead, please do not select the free gift at checkout or remove it from your cart before placing your order. Otherwise, the discount may not apply, or you may be charged for the gift, depending on the value of the discount. Offer valid while stocks last. Limited to one gift per order.