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FAQs

Who are Horizn Studios?

We are a group of young designers and travel geeks that formed through a shared love of travelling and a desire to make it even more enjoyable. We develop high quality bags and luggage that combine design, travel technology and Smart Services. We are passionate about finding new technologies that make travelling easier and strongly believe that the best technologies should be invisible in the design. As a result, we have produced practical and stylish products for your journey.

What is your design approach?

Our in-house design team carefully creates all of our bags. We adhere to the design philosophy: less is more. We are contemporary but with an urban twist. We love to travel the world to source the best materials and manufacturers in order to produce high quality products. Most importantly, we have a close relationship with our technology team to integrate our Smart Services as seamlessly as possible.

What if I need to change my order?

Once you have placed your order, it gets processed quickly. Should you wish to change your order or cancel it, the easiest is to call us directly on +49 (0)30 208 474 730 (Monday to Friday 09am to 06pm CET) and we'll do our best to accommodate your changes.

How can I track my order?

We will send you a personal tracking number once your order has been shipped.

What if my order arrives damaged or faulty?

In the very unlikely event of receiving a damaged or faulty item, please don’t hesitate contact us at support@horizn-studios.com. You'll need to include a photo of the damaged item and your order number. We’ll take care of the rest.

When will I receive my order?

We process orders within 1-2 days and then ship them to you. Standard shipping takes 2-5 business days within the European Union and 6-8 business days to countries outside of the European Union. (as long as the item is on stock)

Do you ship internationally?

Yes we do!

What does shipping cost?

Within the European Union shipping is for free.
For non-EU countries (Norway, Switzerland, Andorra, Guernsey, Jersey, Liechtenstein, San Marino) a flat rate of 40€ applies and includes all duties and taxes.
Inter-Continental (USA, Hong Kong, Japan, Singapore) a flat rate of 90€ applies and includes all duties and taxes.
For the rest of the World a flat rate of 199€ applies and includes all duties and taxes.

What is your exchange and return policy?

You can return any item for a refund within 14 days of receiving your order. Products must be unused and in the original condition they were received.
Returns 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.
Exchanging products is due to technical reasons not possible. Please return your item(s) and place a new order at Horizn Studios online shop.

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:
Horizn Studios GmbH
c/o MyPlace Selfstorage
Prenzlauer Promenade 26
13089 Berlin
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).