After ordering

What if I need to change my order?

Our orders are processed immediately after being placed, and can therefore not be changed.

How can I track my order?

As soon as your order has been processed and shipped, we will send you a shipping confirmation with a tracking number, and the respective link directing you to our logistics partner’s delivery service.

Can I change my delivery address?

Our orders are processed immediately after being placed, and can therefore not be changed.

When will I receive my order?

Usually, orders are processed within 1–2 business days. Standard shipping takes 2–5 business days within the European Union and 6–8 business days to countries outside of the European Union. Please allow an extra 4-5 days for personalised items. In the event of out-of-stock items or pre-orders, we will keep you informed as to the expected shipping date.

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.

What if my order arrives damaged or faulty?

In the very unlikely event that you should receive a damaged or faulty item, please don’t hesitate to contact us at 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.

How do I return an order?

If you wish to return an order and you are situated within the EU, please email with your order number and we’ll send you a return label. So, all you have to do is put the product back in its box, secure it with the return label and take it to the post office.
If you are located outside of the EU, you are responsible for returning the product to Horizn Studios, as well as any associated costs. Please be so kind and put the product back in its box, and send it back to us:
Horizn Studios GmbH
c/o Radial GmbH
Siriusstrasse 3
06116 Halle (Saale)

When can I expect my refund?

Refunds are processed within 10 days. It takes 1–2 days to transfer the refund to your payment account. Your bank or credit card company may require additional time to process your refund. You will be notified via email when we’ve processed the returned product(s) and you will receive your refund via the same method that you used to pay for the product(s).

Do you have a retail store?

We started as an online-first company, and today we have two flagship stores: one in Berlin-Mitte, and one in Shoreditch, London. Click here for addresses and opening times.

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.

Is my personal information confidential?

The protection of your personal data is very important to us; we only collect, process 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 handle your order, is your personal data made available to carefully selected providers who only process your data as instructed and on behalf of us.

The product I’m looking for is out of stock. How will I know when it will be re-stocked?

We usually restock our items very quickly. The best way to stay updated on when a product will be re-stocked is to sign up to our newsletter, which will detail all the latest product developments.

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. Click here to find out more.

What do I do in case I lost my charger?

In case you lost your Smart Charger – don’t worry. You can easily get a replacement by clicking here.

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