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Frequently Asked Questions
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 and DHL.
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 can be returned 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.
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.
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?
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.
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?
We currently offer our new customers a 10% discount if they sign up to our newsletter at the bottom of our website, valid for one month.
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?
Refunds are processed within 14 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).
Products
What is the difference between M5 and H5?
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 litres greater than M5.
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.
Do you offer monogramming?
All our luggage models are shipped with a luggage tag, which can be monogrammed with up to three initials. Simply check the "Customise" box before you add the luggage to your cart. If you have already purchased luggage and would now like to add your monogram, visit us at our Flagship Store in Berlin or Hamburg.
Please note that monogramming adds 1–2 days to delivery. Personalised items cannot be returned or refunded.
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 is your luggage made out of?
All our luggage models are made from the same premium German poylcarbonate, 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 colourway.
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.
Are your products waterproof?
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.
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?
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. Use a pen to press the reset button until it snaps down into place. Set the dial to your new code, then move the slider to the open position to confirm. Keep your code secure, as you will not be able to set a new code without it.
You do not need a key to open the lock. Only members of the Transport Security Administration, or other authorised airport security staff, can open your case with a TSA-key as part of a security check.
Maintenance, Repair & Warranty
Which parts of the trolley are covered by the warranty?
The Manufacturer's Guarantee covers all functional aspects of your Horizn Studios luggage for the life of the product. It doesn’t apply to cosmetic wear and tear (such as scratches), misuse or abuse, damages (such as dents or cracks) caused by negligence or accident by any third party, particularly flight or transport damages.
How do I take care of my luggage?
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?
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. Get in touch via our Customer Contact Form to open up a repair ticket in order for your luggage wheel to be replaced.
Can the luggage zippers be repaired?
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. Get in touch via our Customer Contact Form to open up a repair ticket.
Smart Luggage Battery
Can my smart charger be taken on flights?
Our powerbanks are permitted on board all airlines according to the general powerbank flight regulations that airlines follow. For safety reasons, lithium batteries such as our Smart Charger are not allowed in the cargo hold, so pop the powerbank out before you check your luggage, and bring it with you into the cabin.
If you have any more questions, please get in touch via our Customer Contact Form.
Why does H7 Smart not have a powerbank?
H7 is designed for extended trips, and our research shows that on these sorts of trips, travellers are most likely to combine their large check-in model with a smart cabin luggage that already has a powerbank. Lithium batteries, such as our Smart Charger, are not allowed in the cargo hold of any aircraft, and feedback from our customers showed demand for a large check-in model without a Powerbank, so we developed the H7.
Smart Chargers are also available for purchase separately on our website.
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?
We have two flagship stores in Berlin and Hamburg where you can get up close and personal with our entire product range.
You will also find a selection of our products at selected retail partners across Europe. Please note that some retailers do not offer all the same conditions as our own branded stores.
Where do you manufacture your luggage?
We believe in authentically international products for the international traveler, and our manufacturing reflects the same: our aerospace-grade polycarbonate is made in Germany, the spinner wheels are engineered and manufactured in Japan, and our high-end Nylon made in Taiwan. All of our materials are carefully put together by industry specialists in China and then checked for quality before being shipped out to our 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.
Do you have a referral program? How does it work?
We invite our customers to proactively recommend Horizn Studios to their friends. Simply sign up after placing your order with the provided pop-up, or here.
20% discount code. All your friend will have to do is mention your name or email address by clicking the 'Been recommended by a friend?' link on the cart page. Your friend will then receive a discount code via email which they can enter during the checkout process and, once your friend's order has been completed, you will receive your discount code for your next order (minimum order value €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?
Our luggage is manufactured with the highest standards of German engineering. The individual components, such as our German premium polycarbonate, our Japanese high-end 360 ° rotating rollers, and our durable nylon from Taiwan are carefully put together by our industrial specialists in China to build our unique luggage. Every material is carefully selected by our engineers and designers, with every product being subject to extensive tests and quality checks. Because we are committed to reducing the impact of our products on the planet, our luggage is 99% waste-free, and since 2020, every Horizn Studios product is 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, discount codes cannot be used for sale 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 have their set price list and decide on what sale initiatives and deals they offer. Therefore, any deals and discount codes offered on our website/in store are exclusive to our website/store.
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?
Products included in our Sale have longer delivery times. As soon as your order is handed over to the shipping service provider, you will receive an email with the shipping confirmation. The email will also include a link that will allow you to track the shipment. Depending on the delivery address, your order will be with you within a few days. You can find details about your delivery region under Payment & Delivery.
Can I return sale items?
You can return items you have purchased during our 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 is the return period?
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.