What is the payment method?
Horizn Studios accepts VISA, Mastercard, American Express, PayPal and Klarna.
Where do you deliver?
Horizn Studios delivers worldwide.
How can I track my order?
As soon as your order has been shipped, they will send you a shipping confirmation with a tracking number and link directing you to their logistics partner’s delivery service.
What if I need to change my order?
Once an order is submitted it, unfortunately, cannot be changed.
Which courier service do you work with?
Horizn Studios partner with UPS.
What if my order arrives damaged or faulty?
In the very unlikely event that you receive a damaged or faulty item, please contact them at [email protected] within 14 days. Please include a photo of the damaged item and your order number. They’ll take care of the rest.
I just received my order and something is missing.
I just received my order and something is missing. What do I do?
If you notice something missing from your delivery, please notify their customer support team immediately. Horizn Studios can only process claims for incomplete orders within 14 days of receipt.
What is your exchange and return policy?
If something isn’t quite right our luggage can be returned within 100 days of receipt, no questions asked. Other products (bags and accessories) can be returned for a refund within 30 days of receipt. Please note that personalised items cannot be returned.
They will issue a full refund to the same method you used to pay.
Return shipments are free of charge within the EU. Please contact their customer support team for a return label.
If you are located outside the EU, you are responsible for returning the product to Horizn Studios and any associated costs.
Horizn Studios 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 their online shop.