Frequently Asked Questions
Shipping & Returns 14 FAQ
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.
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.
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.
Payment & Refunds 7 FAQ
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.
Products 12 FAQ
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.
What is the difference between smart luggage and essential luggage?
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 powerbank (except H7), a compression pad and hidden laundry bag.
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.
Maintenance, Repair & Warranty 6 FAQ
Which parts of the trolley are covered by the warranty?
Our lifelong 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.
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.
Smart Luggage Battery 9 FAQ
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.
General 8 FAQ
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?
Our customer support team is available to chat 9am to 6pm, Monday to Friday Central European Time. Just use the pop-up on our website.
Or 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.
Black Friday 8 FAQ
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. Black Friday 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 placed my order days ago. Where is it?
Due to the sale and a higher volume of orders, we currently 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. If you have not received this email yet, please give us a few more days. However, feel free to contact us again if nothing has happened in about 5-6 days. Thank you very much for your understanding!
I want to buy a product not included in the sale. Will this also have a longer delivery time?
Due to the Black Friday Sale and a higher order volume, we currently have longer delivery times. This applies to orders from the sale as well as regular orders. As soon as your order is handed over to the shipping service provider, you will receive an e-mail with the shipping confirmation. The e-mail will also contain a link that you can use to track the shipment. If you have not yet received this e-mail, please give us a few more days. However, please contact us again if nothing has happened in about 5-6 days. Thank you very much for your understanding!
When will I receive my order? How long is the delivery time?
Due to the sale and a higher volume of orders, we currently have longer delivery times. We are doing our best to ensure that your order reaches you within 3-5 working days. As soon as our warehouse has handed over your order to the shipping service provider, you will receive a shipping notification with a tracking number. You will then be able to track when the order is to be delivered. Please note that the shipping service providers are also much busier than usual during these days. There may therefore also be delays, which unfortunately are beyond our control.
Can I return Black Friday Sale items?
You can return items you have purchased during our Black Friday 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. Since we currently have an increased order volume, we ask you here for a little patience. Thank you very much!
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. As we currently have an increased order volume, we ask for your patience here. Thank you!