Frequently asked questions

Items in stock typically ship within one to two business days; with Swiss Post, you’ll usually receive your order within two to three business days. Bulky items are shipped via DHL and take about five business days.

Items that we order for you from the supplier take longer to arrive. This information is listed on the product page and in the shopping cart, where you can see the delivery time for each item before making a purchase.

Shipping within Switzerland is free for orders of CHF 80 or more. For orders below that amount, a flat-rate shipping fee applies, which will be displayed in your shopping cart before you place your order. An additional fee may apply for bulky items; this will also be shown in your shopping cart.

Because one package means less packaging and fewer trips. That’s why we’ll ship your order in a single package as soon as we have all the items in stock.

If you need an item urgently, select “Separate Shipping” in the shopping cart. There, you’ll also see the delivery times for each item and can decide what’s most important to you.

As soon as your package is on its way, you’ll receive a shipping confirmation with the tracking number via email. You can use this to track your shipment directly through the post office or in your customer account under “Orders.”

Didn’t receive a shipping confirmation? First, check your spam folder, then contact us.

No. One Horizon ships exclusively within Switzerland. We cannot fulfill orders with a shipping address outside of Switzerland, even upon request.

The advantage for you: There’s no customs clearance, no import fees, and no waiting time at the border. What you see in the store is the final price.

No. We ship from our warehouse in Raron, Valais, within Switzerland; your order will not cross any borders. All prices in the store are final prices in Swiss francs and include VAT.

In that case, the post office will leave a pickup notice, and you can pick up the package at your local post office, usually within seven days. You can also redirect the delivery or select a new pickup date through the “My Shipments” feature on the Swiss Post website.

We process orders on business days. Orders placed on the weekend or on a holiday will be processed the next business day.

Upon request. If it’s urgent, send us a message with your desired delivery date, and we’ll let you know what’s possible and how much it will cost.

No, and we don’t call it that either. Statements like that must be verifiable, and we are not currently recording any compensation that we could legitimately report.

Here are the facts: We ship via Swiss Post, which is continuously transitioning to electric vehicles for domestic delivery; we deliver only within Switzerland; we consolidate orders into a single package; and we reuse cardboard boxes as long as they provide adequate protection. Learn more on our sustainability page.

If possible, inspect the package as soon as you receive it and take photos of the damage—ideally of both the packaging and the product. Contact us within seven days, and we’ll arrange for a replacement or refund. There will be no cost to you.

The confirmation will be sent immediately after your purchase. If you don’t receive it, it’s usually in your spam folder, or there may be a typo in your email address. Please send us a message with your name and the order date, and we’ll check it and resend the confirmation.

As long as the package hasn’t been shipped yet, usually yes. Please contact us as soon as possible with your order number. If the package has already been shipped, please follow the standard return procedure within 30 days.

Before it’s shipped, yes—just send us a message. If the package is already on its way, we’ll check to see if it can still be redirected. For future orders, you can save the address in your customer account.

Yes. We reorder many items for you from the supplier; you can see the delivery time on the product page. Some items have a minimum order quantity because otherwise it wouldn’t be worth the effort to source them; this is also listed directly on the product page.

Often, yes. For the brands we carry, we can usually get items that aren’t listed in the store. Send us the link or the item name, and we’ll check availability and price.

For corporate and employee gifts or larger quantities, we’d be happy to provide you with a quote for orders of five or more items. Let us know what you’re looking for, how many items you need, and by when. All the relevant information can be found on the Corporate Customers page.

Yes, for CHF 4.90 per order. You can select this option in your shopping cart, and we’ll wrap the item as a gift.

Two years from the date of purchase. You can redeem the code in your shopping cart; any remaining balance will be saved for your next purchase.

No. You can also order a single item. Shipping is free for orders of CHF 80 or more; for orders below that amount, the flat-rate shipping fee shown in the shopping cart applies. For a few items that must be specially ordered, a minimum order quantity applies, which is listed directly with the product.

You must enter the code in the shopping cart before completing your order. If it didn’t work, please contact us right after placing your order with your order number, and we’ll find a solution.

No, you can place an order as a guest. If you create an account, you can view your orders, invoices, and shipping status yourself at any time, which saves you from having to follow up.

30 Days from receipt, no questions asked. This is voluntary and exceeds the requirements of Swiss law. The merchandise must be complete, unused, and in its original packaging.

Cosmetics and hygiene products are excluded for hygiene reasons.

Through our returns portal. You’ll need your order number and the email address you used to place the order. You’ll then receive a confirmation with all the next steps. Alternatively, you can email returns@one-horizon.ch.

You’re responsible for the return shipping costs. We’ll be upfront about it: Free returns lead to more orders and more returns. We’d rather put that effort into providing complete product information so you can make the right decision before you buy.

If an item is defective or damaged upon delivery, you won’t have to pay anything—we’ll cover the costs.

After we receive and inspect the returned item. The refund will be issued to your original payment method or, if you prefer, as a gift card. If you paid by credit card, it may take a few days for the credit to appear, depending on your provider.

We do not offer direct exchanges in the store. The quickest way is to return the item and place a new order for the one you want. If you’re looking for a different size or color of the same product, please contact us, and we’ll find a simple solution.

All products in the store come with a two-year warranty, in accordance with Swiss law. If a product is defective, we will send you a replacement if possible. If a replacement cannot be provided, we will refund the purchase price.

Please contact us with your order number and a photo of the defect; this will speed up the process considerably.

Yes. The merchandise must be returned in its entirety and in its original packaging for us to issue a refund. You may, of course, unpack and inspect it, but it must not be returned if it has been used or damaged.

To Neo Horizon GmbH, Kanalstrasse Ost 31, 3942 Raron. Please register the return in advance on the returns portal so that we can track the package. You may choose your own shipping carrier, but you are responsible for ensuring that the merchandise arrives at our facility undamaged.

This is possible as long as the 30 -day period from the date of delivery has not yet expired. Please contact us with the order number or the name of the person who placed the order. In this case, the refund will be issued to the person who placed the order or, if you prefer, as a gift card for you.

In the store, you can pay with:

• TWINT
• Visa, Mastercard, and American Express
• Apple Pay and Google Pay
• PayPal
• Advance payment by bank transfer

All payments are processed securely through certified payment service providers. See ” Payment Methods” for details.

Not at this time. If you don’t want to pay by card, prepayment via bank transfer is the alternative; you’ll receive the account information during the checkout process. For business customers, we’ll review purchases on account on a case-by-case basis—please contact us for more information.

When you place an order, even if an item is not yet available. If the order is canceled, we will refund the amount to your card or issue a credit to your customer account.

You will receive the account information during the payment process and should transfer the amount in Swiss francs within seven days. We will reserve or order the merchandise after receiving your order and ship it as soon as we receive your payment.

Yes. Payments are processed through certified payment service providers, and the connection is encrypted from start to finish. We never see credit card information ourselves; we neither process nor store it.

Yes. All prices in the store are final prices in Swiss francs, including Swiss VAT. The only additional cost is shipping, which is displayed in your shopping cart and is free for orders of CHF 80 or more.

We accept payment exclusively in Swiss francs, and we do not offer installment plans. If a credit card isn’t an option for you, you can pay in advance via bank transfer.

In the order confirmation and in your customer account under “Orders.” If you need an invoice with different billing information—for example, for your company—just send us a quick note, and we’ll issue one for you.

Yes. We source our products exclusively from the brands themselves or their official distributors. No gray-market goods, no clearance items of unknown origin.

The criterion is simple: Would we keep it ourselves? This includes craftsmanship and materials that last for years, timeless design rather than seasonal trends, and a brand backed by someone with a strong sense of purpose. If you want it all, you’ve come to the wrong place; if you want a curated selection, you’ve come to the right one.

From all over the world—from an Australian key organizer to a Danish speaker, plus Swiss brands. Most items are sourced through European distributors, meaning they’re shipped in consolidated shipments rather than as individual packages from overseas. You can find all the brands under “Brands.”

That depends on the brand. Some brands offer replacement parts directly, while for others we’ll look into it for you. Send us a message with the product name, and we’ll check with the manufacturer. In any case, we prefer to carry products that can be repaired.

Sure. Just let us know who you’re shopping for, what you’re looking for, and your budget. You’ll receive a personalized recommendation from someone who knows every product in the store—not an automatically generated list.

The best way is to use the form on the customer service page or send an email to info@one-horizon.ch. For returns, you can also use returns@one-horizon.ch. We respond within 24 hours on business days; our service hours are Monday through Friday from 9:00 a.m. to 5:00 p.m.

One Horizon is operated by Neo Horizon GmbH in Raron, Valais, a company founded by Neo Abgottspon. It all began at Christmas 2020 with a few select designer pieces in his mother’s beauty salon. Learn more under “About Us ” and in the “Experiences” section.

Our most important contribution is our selection: products that last a long time, rather than items that are replaced after just one season. In addition, we operate without paper, without a catalog, and without company cars, and we reuse our packaging. You can find details about what we actually do—and what we deliberately choose not to claim—on our sustainability page.

No, One Horizon is an online-only store. We do not have a brick-and-mortar store, and we do not offer in-store pickup; we ship everything from our warehouse in Raron, Valais.

Yes. The store is operated by Neo Horizon GmbH, headquartered in Raron, Valais, and registered in the Swiss Commercial Register. Orders are shipped from Switzerland, billed in Swiss francs, and customer service is also based here.

News, special offers, and stories from the store—no more than twice a month. You can unsubscribe at any time with just one click.

Yes, right on the product page, and we’re happy about that. Even the critical ones. Reviews help future customers more than any advertising copy, which is why we ask for neutral feedback after a purchase—and never just for a positive one.