Frequently asked questions

General shipping conditions

We process online orders as soon as possible and in any case within 48 hours after receiving your order. Your order will be shipped directly from Wild Heart Free Soul Warehouse in Berlin.
We ship Tuesday, Wednesday and Thursday with DHL, DPD and UPS.

Shipping charges

Orders over 150€ are free of charge within Germany and the EU! 

International shipping is calculated in Euro and does not include import duties, which may apply depending on the country and shipping address. Please check the customs fees in your country before you buy.

Deliveries domestic (Germany):

- Value of goods up to 150 € = 5,00 €
- Value of goods over 200 € = free of charge

Deliveries EU:
Value of goods up to 200 € = 20 €
Value of goods from 200 € = free of charge

Deliveries rest of Europe, Switzerland & Great Britain:

Value of goods up to 200 € = 40 €
Value of goods between 201€ - 999€ = 70€
Value of goods from 1000€ = 100€

Deliveries USA:
Upon request

Shipping time

For all EU orders we ship with DHL Standard. For express delivery please contact us by email to [email protected].

Unless otherwise stated in the respective offer, the delivery of the goods in the domestic market (Germany) will take place within 3 - 5 days, for EU deliveries within 5 - 18 days after conclusion of the contract (in case of agreed prepayment after the date of your payment instruction). International delivery can take up to 5 weeks.

Please note that there is no delivery on Sundays and holidays.
If you have ordered items with different delivery times, we will ship the goods in one shipment, unless we have made other arrangements with you. In this case, the delivery time is determined by the article with the longest delivery time that you have ordered.

In case of self-collection, we will inform you by e-mail about the provision of the goods and the collection options. In this case, no shipping costs will be charged.

We want you to be completely satisfied with your purchase from Wild Heart Free Soul . So if you are not absolutely thrilled, you can return the item to us within 14 days of purchase - provided it is in its original condition.

If you wish to return an item, please contact us by email within 7 days of purchase: [email protected] with the subject: Return.

We cannot refund shipping costs for returned items. However, we will send you a return label for your return.

Return shipping costs example domestic (Germany):
The shipping costs of 20€ including transport insurance will be deducted when you transfer the invoice amount back to us.

We do not accept returns for the following items: Sale items, items made to order, items purchased for you by order, custom items.

Please keep in mind that all of our rugs and pillows are handmade and slight imperfections may occur. We believe that small imperfections are the charm and beauty of handmade and craftsmanship. They are also the marks and stories left by the carpet weavers. They make the product "human". All our products are carefully made with love and dedication to the craft.

Return:

The product must be packed in the original packaging, otherwise similar resistant packaging should be used to avoid damage to the product. All parts of the product must be included and the package can be returned to the following address:

Wild Heart Free Soul
Sredzkistr. 44
10435 Berlin
Germany


Wild Heart Free Soul reserves the right to refuse returns that do not meet our return policy or are returned without written authorization. 

Refund

Once we receive the package and the product, we will refund the amount within 3 business days.


Sale items

The sale of all Sale items is binding and can only be exchanged within 14 days after receipt of delivery. A refund is not possible for Sale items.


International returns (outside the EU)

All of the above also apply to international returns. Please note that you must contact us directly with your order number and the subject of the return before sending it to us:

[email protected]

International customers must bear the return shipping costs themselves.
Please include on the return package a copy of the invoice you received at the time of purchase.
Mark the return as a merchandise return to avoid delays or fees at customs
Add the value of the item without shipping costs on the return bill

We cannot be held responsible for returns that have not been emailed to us prior to shipment.

If you would like to change your order, please contact us within one hour of placing your order. We will do our best to help you with your order, but if it has already been shipped, it cannot be changed.

We have a mix of vintage textiles and objects and repurposed items. Our vintage pieces are professionally cleaned and lovingly restored (if necessary), but some signs of use are to be expected. We believe the imperfections add to the beauty, character and history of each piece.

All of our new products are handmade according to old handicraft traditions and are made with high quality, natural and sustainably sourced materials.

The materials used vary from rug to rug, but they are all made from natural and sustainable materials such as sheep's wool, goat's hair, camel hair, cotton, hemp or jute.

Most of our vintage rugs are already 50 to 80 years old. Our antique pieces even up to 200 years old. Our claim is that kilim and rugs from Wild Heart Free Soul are so well cleaned and restored that they will enjoy many more generations.

Like most things, our carpets need regular maintenance to keep them beautiful and intact for as long as possible. This includes regular patting (or careful vacuuming), turning, and regular professional cleaning. How long they "last" depends on whether they are vintage or modern, but since they are made from high quality, natural (not synthetic) materials, they will easily outlast industrially manufactured rugs synthetic materials tenfold, if not longer.

Most of our vintage rugs are a maximum of 2 meters wide because the old wooden looms on which they were woven had to be manageable and fit into the tent. If you are looking for a larger rug , our modern rugs are made using traditional techniques on larger looms designed for modern living spaces. But even our old Turkish oushaks were sometimes made on larger looms.

All of our VIntage rugs and kilim pillows are unique pieces that we have selected for their unique character. Once they are sold, we cannot order or reproduce the same pieces again. However, in some cases we can source similar pieces. Feel free to browse our archives for inspiration and let us know if you would like us to find something in a similar style for you.

Since we work with small manufacturers is possible for products that we have newly made them in desired sizes and / or desired materials and colors for you to make individually. Just write us an email or call us!

If you live in the Berlin area, we are happy for you to take a piece home with you to try it out in your own home before you make a purchase decision. If you live outside of Berlin, we offer a 14-day returns policy where you only have to pay the return shipping costs if you don't like the rug . If you send us pictures and measurements, we can also try out the rug in your room.

Our headquarters in Germany is located in Berlin. The Wild Heart Free Soul Kilim Temple is located in the Kollwitzkiez in Prenzlauer Berg at Sredzkistraße 44, with access to street parking.

Here we are open Thursday and Friday from 12 to 18.

Our Kilim Warehouse Loft is located in Kreuzberg. A visit is possible by appointment [email protected] possible or on one of our open days. Please sign up for our newsletter to receive information about the current dates.

We also offer virtual visits to the showroom via your preferred video telephony platform. Please contact us to make an appointment.