Shipping & Returns
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.
When will I receive my order?
Standard shipping takes 2–5 business days within the European Union and 6–8 business days to countries outside of the European Union. Customised items ship within 10 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.
Do you ship to PO boxes?
Unfortunately we cannot deliver to post office boxes or collection stations (DHL Packstation).
Do you ship internationally?
Yes, of course! We ship worldwide.
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.
Which courier service do you work with?
We partner with UPS.
What is your exchange and return policy?
Holiday Special: For all orders made between 17 November and 24 December 2022, returns are accepted until 15 January 23. All returns for EU/UK/Switzerland purchases during this time are free of charge.
If something isn’t quite right our products can be returned within 15 days of receipt, no questions asked. Please note that personalised items cannot be returned.
We will issue a full refund, minus the return fee, to the same method you used to pay.
The return fee for returning items from the EU and UK is €5/£5.
Please request a return via the Return Portal.
If you are located outside the EU or 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.
What if my order arrives damaged or faulty?
In the very unlikely event that you receive a damaged or faulty item, please contact us at firstname.lastname@example.org 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.