Frequently Asked Questions

Experiences

How do I book a Wild Heart Experience?

Experiences can be reserved directly through our official channels. Once availability is confirmed, a deposit is required to secure your date.

Is the deposit refundable?

No. The deposit is non-refundable. Due to limited availability and the nature of tailored experiences, cancellations requested by the client result in the loss of the deposit.

Can I reschedule my reservation?

Rescheduling may be possible depending on availability and weather conditions. Requests must be made in advance and approved by our team.

Why is fuel not included in all tours?

Fuel is not included to ensure freedom and transparency — you only pay for the actual fuel consumed, allowing itinerary flexibility and avoiding unnecessary costs in case of changes or cancellations.

Are food, drinks, and photography included?

Each experience has different inclusions. Some include beverages and onboard photography, others allow personalization based on the client’s preference. Full details will be sent before confirming the booking — and optional upgrades can be added to make your experience even more special.

What happens in case of bad weather or unsafe sea conditions?

Safety always comes first. If conditions are not safe to navigate, the date may be rescheduled without penalty (subject to availability). If rescheduling is not possible on your side, the deposit remains non-refundable, but you may use the credit toward another future experience.

Products & Orders

Can I request a return or exchange?

Yes. Items may be returned or exchanged within the period defined by local consumer law, as long as the product is unused, unworn, and in perfect condition — with original tag and hygiene seals (when applicable) still attached. Learn more about returns here.

Do some products include lifetime warranty?

Yes — pieces marked with our Lifetime Warranty Seal are protected for life against manufacturing defects. If a repair or replacement is needed, we will take care of it — however, shipping costs (both ways) are the responsibility of the customer.

When will I receive my refund?

Refunds for eligible products are processed after the returned item is inspected and approved. Refund time may vary depending on the payment method and bank processing period.

How do capsule collections work?

Each capsule is released in limited quantities, with a unique concept and identity. Once sold out, it won’t be restocked — making every drop collectible and exclusive.

Do you ship internationally?

Yes. Wild Heart ships worldwide. Shipping costs and delivery time vary depending on destination.

Who covers return shipping cost?

Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect.

You are entitled to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day you received the goods, or when a third party indicated by you (other than the courier) takes physical possession of the goods.

To exercise your right of withdrawal, you must notify us through our Contact Us page with a clear statement requesting a return.

Once your request is received and approved, we will provide you with the authorized return instructions and the return address within the European Union.

We do not accept items sent back without prior authorization.

Refunds

We will reimburse you no later than 14 days from the day we receive the returned goods.
Refunds will be issued using the same payment method used for the original order. You will not incur any fees for reimbursement.

Conditions for returns:

In order for the goods to be eligible for a return, please make sure that:

• The goods were purchased in the last 14 days

• The goods are in the original packaging

The following goods cannot be returned:

• The supply of goods made to your specifications or clearly personalized.

• The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

• The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

Wild Heart reserves the right to refuse returns that do not meet these conditions.

Returning Goods

The customer is responsible for the cost and risk of returning the items to us.
We strongly recommend using insured and trackable shipping.

Refunds cannot be issued without physical receipt of the returned goods or valid proof of delivery.

Gifts

If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.

Contact Us

For any questions regarding returns and refunds, please reach out through the Contact Us page.

Returns & Refunds policy (EU)