How can we help you?

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.

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.

No, your bank statement will not show that you shopped at Mshop – a different name is shown.

Order confirmations are sent from kundtjanst@mshop.se. If you want to keep your email private as well, we recommend using a separate email address for your orders.

Yes! Contact our customer service and provide your email address and order number.

We offer several payment methods so that you can find one you are comfortable with:

• Card payment
• Klarna Pay Later (invoice)
• Klarna Slice It (instalments)
• Swish
• Cash on delivery
• Apple Pay
• Google Pay
• PayPal

We always work with large, reliable partners so that you can feel as safe as possible when paying with us.

If the payment page just keeps loading or nothing happens, try to:

• clear the website's cache and cookies
• place the order in a different browser
• place the order on a different device
• allow pop-ups and redirects in your browser settings
• temporarily turn off any blocking apps

If none of this helps, contact our customer service and we will help you.

In our physical stores you can pay by bank card, Swish or cash!

We have a minimum order value to promote more sustainable and environmentally conscious online shopping. Your cart must be at least 189 SEK including shipping before you can proceed to checkout.

The order confirmation is normally sent by email within about 15 minutes. If it has not arrived after an hour, email kundtjanst@mshop.se with your name, address and phone number and we will help you.

Swish is a secure mobile service for transferring money directly with the Swish app. The transfer is instant and free of charge.

When you buy from us, NAE Group Sweden AB is shown as the recipient in the Swish app. More information is available at swish.nu or from your bank.

You can pay quickly and securely by card. We accept Visa, Mastercard and Eurocard. You enter your card details on a secure payment page provided by our payment provider – and they are of course fully protected.

With Klarna invoice you shop safely and easily. You never need to share your card details and you always pay after you have received your order.

• Always receive your order before you pay
• You never need to share your card details
• Download your invoices at klarna.com or view them in the Klarna app
• Option to pay in instalments

You pay within 14 days from the date we shipped the goods. Klarna sends you payment instructions and you pay directly to Klarna. More information is available at klarna.com.

You can apply to pay at your own pace or a fixed amount per month:

• You receive the goods before you pay
• All your purchases are collected on one monthly invoice
• You pay at your own pace or a fixed amount per month

Splitting the payment requires no registration or credit application. You can follow a plan so that the purchase is paid off after e.g. 12 months – and you can pay more or settle the full balance at any time. If you don't follow a plan, you pay a minimum amount. More information is available at klarna.com.

With cash on delivery you pay when you collect the package at your pickup point – nothing is charged in advance. A fee of 50 SEK is added.

Cash on delivery can only be chosen together with a DHL pickup point as the delivery method. If several cash-on-delivery packages are not collected, the payment method may be blocked for future orders.

Apple Pay is a payment solution from Apple that works on your iPhone, iPad and Mac. You confirm the payment with Touch ID or Face ID. Read more at apple.com/apple-pay.

Google Pay is a mobile payment service that lets you pay online with your phone. Add your cards to the Google Wallet app and you can pay without a physical card.

Works on Android 5.0 Lollipop and later if the phone has NFC. Not all Swedish banks and cards are supported. Read more at pay.google.com.

Pay quickly and securely with your PayPal account. The recipient gets the money without seeing your card or account number. Read more at paypal.com.

Complaints: You can always make a complaint about a faulty item for up to three years, regardless of any warranty. If you notice the fault when you receive the item, please contact us as soon as possible.

Warranty: Manufacturers may offer a quality warranty of varying length. If it is longer than the statutory complaint period, the warranty applies. Some products require a serial number (often on the packaging) – so keep the packaging until the warranty has expired.

Satisfaction guarantee: Only applies to products where this is stated on the product page, e.g. Fleshlight's 90-day guarantee, and one product per customer. Unless otherwise stated, the product must be returned and you pay the shipping.

How to make a complaint: Email kundtjanst@mshop.se (or reply to your order confirmation) with:

• Name, address and order number
• Which product it concerns and a clear description of the fault: how and when it occurred, how the product has been stored and which accessories have been used (e.g. cleaner, lubricant)
• A clear photo or video of the fault

For functional faults: send a video showing charging, the indicator light and the fault after unplugging. For battery-powered products: show that the batteries are inserted correctly before showing the fault.

We normally reply within 24 hours. If your complaint is approved, you will receive a new, identical and fault-free product as soon as possible.

Do not send the product back until you have received a reply from us. Incorrectly returned products may be discarded without compensation.

Bought in store? Contact the store directly via Our stores or email mshop-stores@mshop.se.

You have a 30-day right of return from delivery – 100 days if you subscribe to our newsletter. Let us know as soon as possible, at the latest within 30 (or 100) days.

Before you send anything:

• Contact kundtjanst@mshop.se with your order number, what you want to return and a clear photo of the packaging showing that the product is unopened and the seal intact. If the brown outer box is unopened, a photo of that is enough.
• Do not send anything until you have received a reply – incorrectly returned items may be discarded without a refund.
• If the item is faulty, do not return it – make a complaint instead.

Conditions:

• The item must be unused and the packaging unbroken and undamaged, including any hygiene and plastic seal.
• Items in kits, bundle offers or free-gift campaigns must be returned together and complete.
• For hygiene reasons, underwear worn on the lower body (briefs, tights, bodystockings etc.) and pharmacy products such as lubricants and condoms cannot be returned. Tops, bras and dresses may be tried on and returned in the same condition and packaging.
• The satisfaction guarantee only applies where stated on the product page (e.g. Fleshlight 90 days), one product per customer.

Costs and shipping:

• You pay for return postage. Please choose a tracked shipping option – we do not compensate for returns lost in transit.
• A DHL return label (PDF or QR code) costs 59 SEK and is deducted from your refund. Request it by email and keep the drop-off receipt.
• Returning a Real Doll: handling fee of 500 SEK.
• Packages that are not collected or received: handling fee of 98 SEK (500 SEK for Real Doll).

How to send it: Write the reason for the return on the packing slip and put it in the package. No packing slip? Include a note with your full name, address and order and item numbers.

The entire return and refund process can take up to three weeks.

Unfortunately we cannot cancel an order once it has been packed. Packed orders are placed in cages together with hundreds of other packages and cannot be taken out, even if they have not yet left the warehouse.

You still have your right of return, as long as the purchase meets our return conditions.

Is an item missing from your package, or did you receive the wrong product? Contact us as soon as you notice at kundtjanst@mshop.se. If you still have your order confirmation, you can reply to it (without deleting anything) and describe the issue.

Contact the store where you made the purchase directly – you will find phone numbers and opening hours under Our stores.

The stores do not offer open purchase, right of withdrawal or exchanges, as stated on the receipt. Right of withdrawal and returns only apply to orders placed in the webshop.

• Your return first arrives at our warehouse where the products are checked.
• Once the return has been approved, it is handled by customer service.
• The refund is made to the same payment method you used when ordering, normally within 1–5 banking days depending on the payment method and bank.
• For packages that are not collected or delivered, we charge a fee of 98 SEK for shipping and handling (500 SEK for Real Doll).

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

The refund is made directly via Swish and the money appears in your account immediately.

For card payments, we refund the card you used for your order.

It takes 2–5 banking days before the money reaches your account. If it takes longer than 5 banking days, please contact your bank.

• Invoice already paid: we credit the invoice with Klarna and Klarna contacts you by email about the refund – follow the instructions in the email.
• Partial return, unpaid invoice: we credit the returned products and you receive an updated invoice.
• Entire order returned: the whole invoice is credited.

To refund a cash-on-delivery payment we need your bank details: which bank, account number and clearing number you want the refund paid to. If you did not write this on the packing slip when returning, we will contact you.

The refund is made to you via Apple Pay. It usually takes 2–5 banking days, but sometimes it can take several days before the refund shows on your card statement.

• Payment card: the money is refunded to your card. If the card has been closed or is invalid, contact your bank – the money will still be refunded to the card account. Normally 2–5 working days, but up to 30 days depending on the card issuer.
• PayPal balance: the money is refunded to your PayPal balance and can be transferred to your bank account or used for future purchases.
• Card + PayPal balance: the card part is refunded to the card and the rest to your PayPal balance.

You will find our sign-up form by scrolling to the bottom of any page on Mshop.se. By signing up you are the first to hear about all our news, inspiration and great offers. You also extend your right of return to 100 days!

We send newsletters regularly – with at least one new offer every week.

Scroll to the bottom of any newsletter from us and click the unsubscribe link. You can sign up again at any time.

We never send any kind of advertising by text message – only information about an order. If you don't want to receive text messages, email kundtjanst@mshop.se with your phone number and we will remove it. You will then not receive text messages for future orders either.

At the bottom of every email there is a link to "preferences" where you choose which emails you want to receive from us. Can't find the link? Contact kundtjanst@mshop.se and we will help you.

1. Go to the cart or checkout and click the discount code field.
2. Enter the code and confirm.
3. Check that the discount has been applied.

Code not working? Check the terms, e.g. validity period and which products it applies to. Only one discount code can be used per order.

• The easiest way is to subscribe to our newsletter – we regularly send out new offers.
• We work with partners, e.g. influencers, who offer discounts.
• Follow us on Instagram and Facebook for exclusive discounts.

Yes, we have offers during major holidays such as Black Friday and Christmas. Subscribe to our newsletter to hear about the campaigns in advance. Temporarily reduced products can be found under Sale.

Prices in store often differ from the webshop, including for campaigns and other reduced prices. Contact the store directly for the correct price – contact details can be found under Our stores.

We do not currently sell gift cards in the webshop, but this may change in the future. Gift cards can be bought in our physical stores – see Our stores.

Opening hours and contact details for all our stores can be found under Our stores.

Our customer service is open weekdays 10–17 (Swedish time) and closed at weekends. Opening hours may differ during major holidays, public holidays and the summer.

We help you with everything from returns, complaints and order tracking to product advice:

• Call 08 527 770 70
• Email kundtjanst@mshop.se – we reply within 24 hours
• Chat with us – you can stay completely anonymous if you like

Most sex toys are best cleaned with water and an antibacterial cleaning spray for sex toys. Avoid regular soap.

• Dildos and vibrators: Mshop Care Clean:IT
• Inside of sleeves/Fleshlight: JO Toy Cleaner (foam)
• Outside: Fleshlight Fleshwash followed by Fleshlight Renewing Powder

Sex toys with batteries or electrical parts should not go in household waste – take them to a recycling centre or your municipality's electronics collection. Toys without electronics, e.g. a non-vibrating dildo, can go in household waste. Unsure? Contact us!

Yes, take a look at our category for charging cables.

The choice depends on what you will use it for and what material the toy is made of:

• Water-based: works with all toys and condoms and is easy to wash off. Mshop Care Lube:IT
• Silicone-based: lasts longer and is perfect for skin-to-skin. Not for use with silicone toys or latex condoms, but works with metal and glass. Harder to rinse off. Mshop Care Lube:IT Silicone Based
• Anal lubricant: thicker, sometimes muscle-relaxing, and lasts longer. Mshop Care Lube:IT Anal

We do not sell oil-based lubricant for sex toys, and massage oil should not be used as lubricant unless it is made for it. For skin contact: Oh Holy Mary Pleasure Oil. We also have cooling, warming and stimulating lubricants.

Click here to see our collection of Satisfyer products.

Take a look at our category for lubricants.

Click here to see our collection of Fleshlight products.

Take a look at our category for butt plugs.

You will find dildos in our dildo category. Dildos are penis-shaped toys without vibration – toys that vibrate can be found among our vibrators.

Take a look at our category for condoms.

Click here to see our collection of Lovense products.

Take a look at our category for cock rings.

Take a look at our category for vibrators.

Mshop.se is in Swedish, but this help page is available in English. If you live outside Sweden, please visit our European store in English: www.mshop.eu.

We have no account registration or login in the webshop – so that you can shop as anonymously as possible.

You can update your cookie settings at the bottom of our website. Read more in our privacy policy.

Yes, you can choose to have your order gift-wrapped for an extra 20 SEK. Add gift wrapping in the cart by clicking "Gift wrapping". Please note that you must have at least one product in the cart to choose this.

The order confirmation is sent by email. Please note that it can take up to five minutes before the email reaches your inbox. Also check your spam folder and that you entered the correct email address.

Still haven't received it? Contact customer service with your order number and name and we will send it again.

Take a look at our careers page to read more.

You must be over 18 to enter into an agreement online. The same age limit applies in our physical stores – but everyone is welcome to visit us and talk about sexual health with our staff.

Would you like your data exported or permanently deleted? Contact our customer service and we will start the process. Read more in our privacy policy.