How can we help?

Use the order-tracking form on this page with the order number from your confirmation email and the billing email used at checkout. If a parcel has been dispatched, available carrier updates will appear there or through the tracking link in your dispatch email.

Orders containing products from different supply partners may have more than one tracking number.

Check your spam, junk and promotions folders and search for “Horizon Superstore”. Confirm that the payment completed and that the email address entered at checkout is correct.

If you still cannot find it, contact us with your name, delivery postcode, approximate order time and payment reference. Do not send full card details.

Contact us as soon as possible. We will try to stop or amend fulfilment, but suppliers can begin processing quickly and a change is not guaranteed after dispatch.

If the parcel has already entered the delivery network, you may need to receive it and use the cancellation and returns process. Your legal cancellation rights are explained in our Terms & Conditions.

Products may be stored and dispatched by different fulfilment partners. This means one order can arrive in separate parcels on different dates. Check your dispatch messages for additional tracking numbers before reporting an item missing.

You are not charged extra delivery fees simply because we split fulfilment after accepting the order.

Yes. You do not need an account to receive support. Use the billing email and order number for tracking, or include them when contacting us so we can locate the purchase.

Horizon works with third-party supply and fulfilment partners, including suppliers available through AliExpress. Some products are therefore packed and dispatched directly by a supplier, which may be located outside the UK.

Horizon remains your retailer and support contact throughout. You do not need to negotiate with the supplier about delivery, returns, faults or refunds.

The estimated window for an available delivery option is shown before you order or in the product information. It can vary by product, supplier location and destination.

We deliver without undue delay and normally within 30 days after the contract is made unless a different period is agreed with you. Estimates can be affected by carrier, customs, weather or network disruption; we will preserve any remedies the law gives you if there is a material delay. See our Delivery & Shipping page for the full process.

A tracking number can be created before the carrier performs its first scan, and updates may pause while a parcel moves between networks or clears an international checkpoint. This does not always mean the parcel has stopped moving.

Contact us if the estimated delivery window has passed, the carrier reports a problem, or tracking shows no meaningful progress for an unusually long period.

Check the delivery address, safe place, reception or concierge, household members and immediate neighbours. Some carriers mark a parcel delivered shortly before completing the final handover.

If it is still missing, contact the carrier using the tracking number and tell us promptly. We will investigate with the delivery and fulfilment partners. Do not share a one-time passcode with anyone except when completing an expected delivery.

Any import charge you are expected to pay should have been clearly disclosed before ordering. If a carrier requests an amount that was not disclosed at checkout, contact us before paying it so we can verify the request and investigate.

Be cautious of unexpected payment links sent by text or email. Use the carrier’s official website or contact details independently.

For most eligible online purchases, tell us within 14 days after receiving the goods that you want to cancel. After notifying us, return the item within the following 14 days using the instructions we provide.

Do not post it to the supplier or to an address printed on the parcel unless Horizon expressly confirms that address for your return. Eligibility, exceptions and refund timing are set out in our cancellation terms.

Contact us promptly with the order number, a description of the issue and clear photographs or a short video where practical. Keep the product and packaging until we give instructions.

Horizon—not the supply partner—is responsible for resolving the problem. We will assess the appropriate remedy, which may be a replacement, repair, price reduction or refund depending on the circumstances and your statutory rights.

Contact Horizon before sending anything. The correct return route can depend on the product, location and reason for return. The sender or supplier address printed on the original parcel may not accept customer returns.

We will provide the authorised address and any reference or label needed. Retain proof of postage and use tracked delivery where appropriate.

For an eligible change-of-mind cancellation, we issue the refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you sent them, whichever happens first. Different timing can apply to faulty-goods remedies or an order cancelled before dispatch.

After we issue it, your bank or payment provider may need additional processing time before the credit appears. Refunds normally return to the original payment method.

For a change-of-mind return, you normally pay the direct return cost unless we stated otherwise. If goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, Horizon will cover reasonable return costs.

Always obtain return instructions before paying for postage so the parcel goes to the correct destination.

The payment methods currently available for your order are displayed securely at checkout. Availability can depend on the order value, device, billing location and payment-provider checks.

Horizon does not need your card PIN, online-banking password or full card number by email or telephone.

A failed attempt can leave a temporary pending authorisation that is not a completed charge. Check whether you received a Horizon order number before retrying.

If two completed charges remain or you received duplicate orders, contact us with the order numbers, payment dates and amounts. Send only the last four card digits if needed—never the full number or security code.

The checkout shows the product total and applicable taxes before you submit the order. Delivery to eligible UK addresses is free on every order, with no minimum spend or delivery code required. VAT is included where it applies and we are required to charge it.

If an additional import charge could be your responsibility, it must be disclosed before ordering. Contact us about any unexpected request from a carrier.

Review the measurements, option labels, specifications, compatibility notes and safety guidance on the product page before ordering. Supplier images are illustrative and screen colours can vary.

If an important detail is unclear, contact us before purchase with the product link and the exact measurement, model or intended use you need to confirm.

Use the password-reset option on the My Account page and check spam or junk folders for the reset email. Make sure you use the same email address linked to the account.

If you checked out as a guest, there may be no account to reset; you can still track the order and contact support using the billing email.

Email us with the subject “Privacy” and describe the right you want to exercise. We may ask for proportionate information to confirm identity before disclosing or changing account or order data.

Some transaction records must be retained for tax, fraud prevention, warranty or legal-claim purposes. Read our Privacy Policy for the full explanation of your rights.

Do not click an unexpected payment or sign-in link. Horizon will never ask for your password, card PIN, one-time banking code or remote access to your device.

Forward details or a screenshot to our support email without exposing full payment credentials. You can independently reach the official website at www.horizonsuperstore.co.uk.