One Horizon · Customer Service
How can we help?
You can handle the most common issues yourself here in just two minutes. If not, please contact us: On business days, we'll respond within 24 hours, and the person who responds will be familiar with our product line.
Done in a flash
You can do that yourself right away
Track Your Order
Where is my package? You can check its current status using the tracking number from the shipping confirmation.
Track Your Shipment →Request a Return
Something not quite right? You can register your return in just a few steps on the returns portal. 30 Days.
Go to the Returns Portal →Returns and guarantee
Deadlines, terms and conditions, and what to do in case of a defect. A two-year warranty on every product.
View Terms and Conditions →Payment and Invoicing
TWINT, credit card, PayPal, Apple Pay, Google Pay, or prepayment. An overview of all options.
View Payment Methods →Frequently asked questions
Shipping costs, delivery times, changing an order, gift cards: answers to common questions.
Go to the FAQ →Your Orders
You can find your order summary, invoices, and addresses in your account.
Go to Account →Direct Line
How to Reach Us
For quick questions about an order, shipping or a product. We reply during our service hours.
Hours of Operation
Monday to Friday, 9 a.m. to 5 p.m.
We respond to inquiries received over the weekend on the next business day.
Address
Neo Horizon GmbH
Kanalstrasse Ost 31
CH-3942 Raron
Holidays
When we are closed
On these days, shipping and customer service are closed. We handle orders and messages on the next working day.
2026
- Next holiday: Immaculate Conception Tuesday
- Christmas Day Friday
2027
- New Year's Day Friday
- St Joseph's Day Friday
- Good Friday Friday
2027
- Easter Monday Monday
- Ascension Day Thursday
- Whit Monday Monday
- Corpus Christi Thursday
- All Saints' Day Monday
We follow the holidays of the Swiss Post and the canton of Valais. The list shows the next twelve months, without holidays that fall on a weekend.
Contact form
Write to us
Tell us what it's about, and your message will go straight to the right place. It's fastest if you include your order number.
Frequently asked questions
Maybe the answer is already here
How long does delivery take?
Items in stock are usually shipped within one to two business days and typically arrive the next day via mail. Items that we have to order for you take longer. This information is listed on the product page and in your shopping cart.
We ship orders with multiple items together as soon as everything is ready. If you need part of your order urgently, you can select “Separate Shipping” in your shopping cart.
How much does shipping cost?
We ship exclusively within Switzerland via Swiss Post. Shipping is free for orders of CHF 80 or more; for orders under that amount, a flat-rate shipping fee applies, which is displayed in your shopping cart. There are no customs fees because we ship from Switzerland.
Can I still change or cancel my order?
As long as the package hasn’t been shipped yet, usually yes. Please contact us as soon as possible on WhatsApp at +41 27 508 01 28 or using the form above (subject “Question about an order”), always with your order number. If the package has already been shipped, please follow the standard return procedure.
How do I return something?
Through the returns portal. You have 30 days from the date of receipt to return the item, which must be complete and in its original condition. You are responsible for the return shipping costs. We’re being upfront about this because we’d rather put our effort into providing complete product information than into free returns.
Cosmetics and hygiene products are excluded for hygiene reasons.
My product arrived damaged. What should I do now?
In that case, you won’t have to pay anything. Please use the form and select the reason “Product damaged or defective,” and attach a photo. We’ll take care of it by providing a replacement or a refund, whichever you prefer.
How can I pay?
With TWINT, Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, or by prepayment. Ordering on account is not currently available. See “Payment Methods” for full details.
I'm placing an order on behalf of a company. Is that okay?
Yes. For corporate gifts, employee gifts, or larger quantities, please contact us using the form and select “Corporate Gifts and Business Customers” as the subject. All relevant information can be found on the Business Customers page.
Didn't find anything?
Just write to us. There are no stupid questions, and you won't be answered by a bot. You'll hear from someone who selected the products themselves.