Maintenance, Repair & Warranty
Which parts of the trolley are covered by the warranty?
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.
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. Take care not to get leather parts wet. 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 Gion Backpack?
To clean your Gion Backpack, wipe it down with a soft damp cloth and if necessary, use a mild soap to get rid of stains. Do not use abrasive cloths, harsh cleaning agents, vinegar-based solutions, disinfectants, petroleum distillates, solvents or dilutions.
How do I take care of my leather products?
Some leathers such as Vacchetta leather are naturally vegetable-tanned, which means they develop and absorb traces of wear over time. As it is an untreated leather, this means it needs a higher protection than other leathers. Our advice would be not to use any conditioners that contain lanolin, and if you do need to treat it, to use a transparent, wax-free leather conditioner oil using a soft white cloth with natural fibres. Please note that this will likely change the colour of your Vacchetta leather.
Other leathers such as Finished Nappa, Nappa, Full-Grain are more resilient to wear. However, to keep them in a good condition, avoid placing your leather goods directly onto the floor, dirty surfaces or near grease during use. When you’re not using your leather goods, avoid placing them directly in sunlight, and store when possible in the cloth garment bag it came in. If you need to care for these leathers, any standard polish used with a soft white cloth will be fine.
For advice on a specific care solution, we’d also suggest you go to your nearest leather store to be best advised on the specific care product you need.
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. Email us to firstname.lastname@example.org 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. Email us to email@example.com to open up a repair ticket.