Discreet delivery

No! All orders are shipped in neutral brown boxes with no logo or other markings that reveal the contents.

The sender shown on the shipping label is "NAE Group Handling" – not Mshop. Neither the carrier nor the staff at the pickup point have any information about the contents; they only see the sender and the recipient.

Mshop.se only delivers within Sweden.

• If you live in Denmark, please order via www.mshop.dk.
• For the rest of Europe, please order via www.mshop.eu – including Belgium, Bulgaria, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, the Netherlands, Austria, Poland, Portugal, Spain, the United Kingdom, the Czech Republic, Germany and Hungary.

If you order before 14:45 on a weekday, we ship your order the same day. Delivery normally takes 1–2 working days, depending on where in Sweden you live and which delivery method you choose.

The expected delivery date is shown at checkout once you have chosen a delivery method, and is also included in your order confirmation.

During peak periods such as Black Week and Christmas, delivery times may be affected by high volumes at our warehouse and with the carriers.

If your package has not arrived and there is no updated tracking information after the expected delivery time, please contact the carrier first and then us at kundtjanst@mshop.se.

Your order confirmation contains a tracking link, which is sent once your order has left our warehouse. When the carrier has taken over the package, you may also receive tracking information directly from them.

If the status says "Not received", the carrier has most likely not yet sorted the package at the terminal – please wait an extra day, it usually sorts itself out. The package only counts as received once it has been scanned at the terminal. After that, the carrier has the most up-to-date information, so please contact them first.

Missing a tracking link or have other questions? Email kundtjanst@mshop.se with your order number, call 08 527 770 70 (weekdays 10–17) or chat with us.

If your order is not collected from the locker or pickup point within the collection period, it is returned to us. You will then be charged a fee of 98 SEK for handling the return.

The same 98 SEK fee applies if the contact details were incorrect, if you were not at home, or if you otherwise refused a home delivery. For Real Doll deliveries the fee is 500 SEK.

Changed your mind? Follow the instructions under How do I make a return?

The entire return and refund process can take up to three weeks, depending on the type of return, carrier and payment method.

Of course! You choose the address or pickup point before you complete your order. We deliver to pickup points, parcel lockers and to your door.

When the package is ready for collection, or has been delivered to your door, you will receive a text message. It is sent to the phone number you entered at checkout – not to the number on any account.

It is important that you enter the correct contact details, address and delivery method when you place your order. Some carriers, e.g. Instabox, let you make certain changes yourself via the tracking link.

It is not possible to switch from home delivery to a locker/pickup point or vice versa.

Contact kundtjanst@mshop.se with your order number, the chosen delivery method and the details you want to change. We will try to update the details with the carrier, but cannot guarantee that it is possible. Please note that we can never change the recipient name on an order that has been placed.

Yes, we offer free shipping on orders over 999 SEK. Delivery methods with add-ons, e.g. CO₂ offsetting, get a reduced price on orders over 999 SEK.

Yes! You can choose to have your package delivered to a pickup point or a parcel locker – you choose where before you complete your purchase. Read more under Can I choose where to collect my package?

This means that we have finished processing your order and handed it over to DHL. It then takes about 1–2 working days before the package is available at your pickup point. You can follow your shipment via the tracking link in the email.

This may be because the pickup point or carrier has not registered that you collected your package. Contact our customer service and we will help you!

The collection period depends on the carrier. We cannot change or extend it, but you can usually do so yourself via the carrier's tracking link or app.

• DHL: the package is usually kept for up to 7 days. Sometimes the period can be extended via DHL's tracking link. DHL customer service
• Instabox: the package stays in the locker for 3 days (public holidays count as half days). It is then taken to Instabox's warehouse and within 10 days you can book a new delivery free of charge via the text message link or the app. Instabox help

If the package is not collected before the last date, it is automatically sent back to us and we charge a fee for the return cost. Read more here.

Yes, we offer home delivery via DHL, Instabee or EarlyBird.

Some products are shipped directly from our European warehouse. Delivery time is then normally 5–10 weekdays and the package is delivered to your door by DHL.

Other products in the same order are shipped from our regular warehouse with the usual delivery time.