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FAQs

Who is Horizn Studios?

Horizn is an international Smart Travel Brand headquartered in Berlin. Our team of engineers and designers develops innovative travel products and services for the digital age, with the aim of making everyone’s journey seamless and enjoyable. We are frequent travelers, digital nomads and design aficionados. We believe in challenging the status quo; moving forwards in a world where travel is easy, every journey is an adventure and curiosity drives us all.

What is your design approach?

As a design-driven brand, we’ve scoured the globe for engineers, materials and manufacturing partners and settle for nothing but the best. Our premium German polycarbonate is aerospace-grade quality, our top-flight 360° spinner wheels are engineered and manufactured in Japan and our leather is naturally tanned and handcrafted in Italy. Our products are designed to go wherever you go—whether you’re simply on your commute or you’re crossing oceans and continents. We want to provide meaningful responses for the ever more digital world we live in. This philosophy is mirrored in the simplicity of our branding: the clear yet dynamic use of horizontal lines and structures. This is travel for the 21st century.

Do you ship internationally?

Yes, of course! We ship worldwide—and for free within the European Union. For locations outside of the EU, additional fees may apply.

What does shipping cost?

We ship within the European Union free of charge. For Norway, Switzerland, Andorra, Guernsey, Jersey, Liechtenstein, and San Marino, a flat rate of €40 applies. This includes all applicable duties and taxes.
Shipping to the USA, Hong Kong, Japan, and Singapore is at a flat rate of €90, including all applicable duties and taxes.
To all remaining countries, a flat rate of €199 applies. This also includes all applicable duties and taxes.

What is your 100-day risk-free return policy on cabin trolleys?

Whether you fly twice a week or once a year, your luggage should be a reliable companion you can fall back upon for years to come. That’s why we give you 100 days to take your new trolley on a spin—no risk involved. If you decide that it’s not the perfect match, you can send us an e-mail at support@horizn-studios.com and we’ll send you a return shipping label, no questions asked.

What is your exchange and return policy?

We hope you will love everything you order from us but if something isn’t quite right, our Cabin Trolleys can be returned within 100 days of receipt, no questions asked, and any other product (bags and accessories) can be returned and easily refunded within 14 days of receipt.
We’ll give you a full refund by the same method you used to pay, and we ask that products must show no signs of use, and be in the original condition they were received in (a test run at home is perfectly fine).
Return shipments are free of charge within the EU when using our pre-printed return labels. Please contact our customer service (support@horizn-studios.com) to receive such a label.
If you are located outside the EU, you are responsible for returning the product to Horizn Studios, as well as 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 Horizn Studios’ online shop.

What if I need to change my order?

Once an order has been placed, it gets processed quickly. Should you wish to change your order or cancel it, please contact us under support@horizn-studios.com

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 logistic partner’s delivery service.

Can I change my delivery address?

We process our orders quickly. Should you need to change your delivery address, please contact us as soon as possible at support@horizn-studios.com

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 contact us at: support@horizn-studios.com. Please include a photo of the damaged item and your order number. We’ll take care of the rest.

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. 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.

How do I return an order?

If you wish to return an order and you are situated within the EU, please email support@horizn-studios.com 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:
RHIEM Services GmbH
Tor 5-7 (RETOURE Horizn Studios)
Zunftweg 16
46562 Voerde
Germany

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 are an online-first company, and we currently have a brand store in Berlin-Mitte, Germany. The address is Alte Schönhauser Straße 33/34, 10119 Berlin, and we’re open from 11.00 until 20.00, Monday to Saturday. International retail locations are currently being planned—sign up to our newsletter to stay posted.

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 instruction 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, or to click the “notify me” button beside the product.

Do you sell gift cards?

At the moment we don’t sell gift cards, but keep an eye out: We plan to do so soon.

What kind of battery do you use?

Our integrated and removable battery is a powerful 10,000 mAh battery that can charge nearly any mobile device up to six times. Each battery includes a micro-USB/Lightning adapter with two USB and one micro-USB ports for both the battery itself, and your device. It can easily be taken out with the click of a button, to be re-charged before your journey or for security purposes.

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 Trolley, you can easily pop out your battery and put it in with your cabin luggage.

What’s the difference between Black / All Black?

An understated companion that pays homage to the minimalist: the All-black Cabin Trolley proves less is more, from the black zippers, black inner lining, to our black signature embossed leather badge.
Finished with gold zippers and our signature Horizn line embossed into the leather, the Black Cabin Trolley is the sophisticated travel companion to go wherever you go.

Do you make larger trolleys?

Yes, our check-in sized luggage will be ready to ship at the beginning of October 2017. You can pre-order yours now here: horizn-studios.com/check-in-trolley

Where is the GPS?

The GPS is removable and located in the interior of your Trolley. Just to the right of the laundry bag pocket, you will see an icon that shows the GPS tracker.

Does the GPS need to be turned off for flight mode?

The GPS switches off automatically according to the plane accelerating and taking-off, so you don’t have to worry about switching it on and off, and you can lean back and relax.

How do I keep track of my belongings when it’s off?

As soon as your luggage landed, the GPS automatically switches on again and simultaneously connects to your Horizn GPS app.

Which parts of the trolley are covered by the warranty?

Our 5-year warranty covers any material defects, including: cracks or breakages in the polycarbonate shell; broken wheels; defective handles/telescopic handles and zippers. If you have any problems, don’t hesitate to get in touch with our customer service team.

How do I charge the integrated luggage battery?

When your battery is low, a red light will flash. When you want to charge the battery, you can remove it from your Trolley by pressing its adjacent button to pop it out. Use the micro-USB end of USB charger to charge the battery by plugging the charger into a mains adapter. Wait until all lights are green for it to be fully charged, ready to keep you connected on your journey.

How long does the battery last for?

The battery can charge your mobile device up to six times so that you can keep connected on multiple or long-distance journeys.

Why does the micro-USB adapter have two USB ends?

The smaller USB end is compatible with Android devices but it is designed to charge the integrated battery itself. The bigger USB end is compatible with Apple devices so that you can charge them straight from your Trolley.

Which airlines approve my Cabin Trolley?

Both Model M and Model H Cabin Trolleys are cabin-sized approved by all major airlines, so there’s no worrying about extra fees, or extra stress. Because airlines do sometimes make individual adjustments to their cabin luggage allowance, we recommend checking with your airline prior to travel.

How do I set the code on my lock?

The combination lock is set at the factor to 0-0-0. To set a new code on your lock you’ll need any pen to push down on the small reset button to the right of the digit dial with a pen until it snaps into place. Set your chosen code by moving the digits on the dial. Once you’ve chosen your digits, release the slider by the TSA lock button to set your new code.
The lock can only be opened by employees of the Transport Security Administration or other transportation security agencies with the use of your combination. This allows authorized personnel to unlock and relock your luggage without damaging your lock.

How does the Travel Assistant work?

After a very successful beta phase, we’re currently optimizing the travel assistant to be a permanent operating system that takes care of all your future travel plans, organization and inspiration. It will be launched very soon. You can stay informed on its development, launch and function through our newsletter.

How do I connect the GPS to my phone?

To set up the GPS, first connect the cable by plugging it into the USB port or power adapter and charger for 12 hours before use, as the battery will not be charged when you first unpack your device. After the initial charge, the battery can then be fully recharged within just two hours.
Then, place your GPS device outside in view of the sky and wait at least 15 minutes for the initial GPS positioning. Press the red button on the GPS for at least 3 seconds. The green light on the front of the device should flash for 3 seconds which means you are ready to connect the device to your phone.
Head to gps.horizn-studios.com to sign up. Once logged in, click ‘activate device’ to begin the activation process. Follow the instructions on-screen and identify your tracker with the device ID location on your GPS device. Enter a nickname for your GPS, which will appear in e-mails and notifications.
For further help and support, click on the ‘Welcome’ drop-down menu on the top right of the screen and click ‘Support’.

How do I take care of my Cabin Trolley?

Polycarbonate hard shell:
Our polycarbonate is easy to clean. Simply use a soft cloth or sponge soaked with warm water and a mild soap. Avoid any harsh detergents or abrasive materials to keep the shell looking like new.
For white marks on your hard shell: use a standard isopropyl
rubbing alcohol mixed with water, using a soft cloth with natural fibers. Please note, most industrial solvents will damage the shell so make sure you don’t use these to clean the hard shell.
Interior:
Our premium waterproof lining is ultra-durable and can easily be cleaned with a damp cloth and gentle soap. Once you’ve wiped it down, leave the trolley open to dry.
Front Pocket:
Our Model M’s front pocket is made of both ultra-durable nylon and premium Vacchetta leather.
The Vacchetta leather is naturally vegetable-tanned, which means it develops and absorbs traces of wear over time. However, to keep it in a good condition, avoid placing the front pocket directly onto the floor, dirty surfaces or near grease during use. As it is an untreated leather, this means it needs a higher protection than other leathers. Our advice would be to not use any conditioners that contain lanolin, and if you do need to treat it, use a transparent, wax-free leather conditioner oil using a soft white cloth with natural fibers. Please note that this will likely change the color of your Vacchetta leather.
To take care of the nylon side, it can easily be cleaned with a Compressed Air Dusters for dust and dirt, or for light oily stains, use a wrung non-pilling rag and diluted rubbing alcohol with warm water. If the stain is serious, warm water with dish soap in a well wrung non-pilling rag will work but one could expect some water stains once it dries.

What do I use the front pocket on the Model M for?

The front pocket is designed to be easy-to-reach and spacious, so you can stow away up to a 15” laptop, files and devices, whilst accessing them easily, whenever you need to.

What materials is the Trolley made out of?

The Model H Trolley has a 360° polycarbonate hard shell that is aerospace quality to keep your belongings safe and sound, with an ultra-durable and waterproof nylon interior.

The Model M Trolley has a polycarbonate hard shell with a front pocket that is constructed with ultra-durable nylon and finished with premium Vacchetta leather.

Where do you manufacture the Trolley?

We believe in authentically international products, for the international traveler, and our manufacturing reflects the same: our aerospace-grade polycarbonate is made and manufactured in Germany, alongside spinner wheels that are engineered and manufactured in Japan, with premium leather that is naturally tanned and handcrafted in Italy and high-end Nylon made in Taiwan. All of our materials are carefully put together by industry specialists in China to create our signature Cabin Trolleys, and to be finally shipped out to you.

Where do you manufacture your leather?

Our premium leather is naturally tanned and handcrafted in Italy by industry experts. As some colors for the Vacchetta leather are specifically tanned for us, they may vary slightly in color from each production, making each piece truly unique.

My leather wallet got wet, what do I do?

The best solution would be to keep handling your wallet to a minimum. Use a very soft dry wool cloth—so that it doesn’t get scratched—to get rid of excess water, and leave to naturally air dry.

How do I care for my leather good?

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 fibers. Please note that this will likely change the color 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.

Do you sell care products online?

At the moment, we don’t sell care products, but keep an eye out for if we do so in the future. You can sign up to our newsletter to be informed about future developments.

Why are some products used with different leather for different colors?

A combination of factors affect the production process for our leather goods. For some colors, they are exclusively made for Horizn Studios in a particular leather—such as Vacchetta, which is vegetable tanned by hand. This means a certain color will always be in Vacchetta leather. For other leathers in the same product that have a different color, these are expertly chosen by our design team from an aesthetic perspective. Resistance is also another factor: The Finished Nappa leather for example, is treated with chrome to make it a very resistant, resilient leather, allowing it to be more appropriate for products that are used to more wear on a daily basis.