Returns & complaints

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.