Case Study: Horizn Studios achieves scalable, sustainable returns with Narvar

Horizn Builds Trust With Efficient, Sustainable Returns

Horizn Studios, the Berlin-based premium luggage and travel accessories brand, needed a scalable way to manage complex global returns while maintaining a high customer experience. As their business grew across markets with different customs and documentation requirements, manual return handling became a major support burden, with return-related issues making up about 25% of support tickets. Horizn Studios chose Narvar for an end-to-end returns management solution and self-service portal.

Narvar implemented a global self-service returns portal that gave customers 24/7 return options and transparency in German and English, including prepaid labels in select markets, carrier choice worldwide, and in-store returns. The results were significant: return-related support tickets dropped by 47% and time spent on return tickets fell by 66%. Horizn Studios also gained better visibility into return data to improve product and logistics decisions, while making the process more sustainable; Narvar helped them reduce shipping, support omnichannel returns, and support future emissions reductions through smarter return routing.

Horizn Studios

Rafael Haymann

Head of Operations