Frequently Asked Questions

General shipping conditions

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

Shipping fees

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

International shipping is calculated in euros and does not include import duties, which may apply depending on the country and delivery address. Please inform yourself about the customs fees in your country before purchasing.

Domestic deliveries (Germany):

- Goods value up to €150 = €5.00
- Goods value over €200 = free of charge

Deliveries EU:
Goods value up to €200 = €20
Goods value from 200 € = free of charge

Deliveries rest of Europe, Switzerland & Great Britain:

Goods value 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 at [email protected].

Unless another deadline is specified in the respective offer, delivery of the goods within Germany (Germany) takes place within 3 - 5 days, for EU deliveries within 5 - 18 days after conclusion of the contract (if advance payment has been agreed, after the time of your payment instruction). International delivery can take up to 5 weeks.

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

If you pick it up yourself, we will inform you by email about the availability of the goods and the pick-up 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're not completely thrilled, you can return the item to us within 14 days of purchase - provided it is in its original condition.

If you would like to return an item, please contact us within 7 days of purchase via email: [email protected] with the subject line: Returns.

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

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

We do not accept returns on the following items: sale items, made-to-order items, made-to-order items, custom-made items.

Please keep in mind that all of our rugs and cushions are handmade and slight imperfections may occur. We believe that small imperfections add the charm and beauty of handcraft and artistry. They are also the traces and stories that the carpet weavers leave behind. They make the product “human”. All of our products are made carefully and with a lot of love and dedication to craftsmanship.

Return:

The product must be packed in its 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
Kastanienallee. 55
10115 Berlin
Germany


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

Refund

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


Sale items

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


International returns (outside the EU)

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

[email protected]

International customers must cover the return shipping costs themselves.
Please include a copy of the invoice you received upon purchase on the return package.
Mark the return as a return to avoid customs delays or fees
Add the value of the item excluding shipping costs on the return slip

We cannot be held responsible for returns that are not emailed to us before shipping.

If you want to change your order, please contact us within one hour of placing your order. We'll do our best to help you with your order, but once it's shipped it can't be changed.

We have a mix of vintage textiles and objects and newly made products. Our vintage pieces are professionally cleaned and lovingly restored (if necessary), but some signs of wear are to be expected. We believe that the imperfections enhance the beauty, character and story of each piece.

All of our new products are made by hand according to old craft traditions and made with high-quality, natural and sustainably sourced materials.

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

Most of our vintage carpets are 50 to 80 years old. Our antique pieces are up to 200 years old. Our aim is to ensure that Wild Heart Free Soul kilims and carpets are cleaned and restored so well that they will be enjoyed by many future generations.

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

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

All of our VIntage rugs and kilim cushions are one-of-a-kind pieces that we have selected for their unique character. Once 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 want us to find something in a similar style for you

Since we work with small manufacturers, it is possible for products that we have newly manufactured to be made individually for you in your desired sizes and/or materials or colors. Just write us an email or give us a call!

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

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

We are open here Thursday and Friday from 12 p.m. to 6 p.m.

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

We also offer virtual showroom visits via your preferred video calling platform. Please contact us to arrange an appointment.