If you have placed an order with SHYSHLOV and want to return it, there will be no problem. You just need to keep in mind the following:
You have 15 days from the date of receipt of your order to do so.
Remember that it is very important that the product or its packaging has not been altered. If we send you a larger item in its original packaging, you will always receive it properly protected to avoid any possible changes during transport. Remember that if you want to return it, you will need to protect it in the same way or with a similar system. For health and safety reasons, products with open packaging or security seals cannot be returned.
At SHYSHLOV, we will take care of collecting the product you want to return.
To return an order, you must return all the products included in the order. Even if they arrived in different shipments.
All products that have been opened and put into use ARE NON-RETURNABLE.
If you need it, for products you have purchased from us, we can offer you the opportunity to receive technical assistance from the manufacturer, who offers a guarantee and tells us how to proceed in each specific case.
How to make a return to SHYSHLOV?
1. Go to the “My orders” section and in each of them you will find a link “Request a return”, from which you can start the process. OR send an email to orders@SHYSHLOV.com with the order number and a description of the reason for the return.
2. When you click on the return request, a list will open with all the products in your order, we will need:
Check the products you want to return.
Tell us the address and time for picking up the goods.
Confirm that all the data is correct.
3. Once we receive your request, we will contact you by email to confirm the details of the collection.
Remember that: You must prepare the parcel in advance for the scheduled delivery time.
You must ensure that the product is adequately protected during transport. SHYSHLOV is not responsible for returns that arrive at our warehouses damaged due to improper packaging for transport. We recommend placing the product in a box that serves as protective packaging to prevent damage to the product or its box during transport. You can use, for example, the same cardboard box in which we sent it to you or another similar one.
It is important that the product and its original packaging have not been modified. For health and safety reasons, products with open seals cannot be returned.
If the product has arrived at our warehouse and is not in the required condition for return, you can pick up the product from our warehouses or collect it from us. In this case, the return of the product to the buyer is at the buyer’s expense.
4. When we receive the product and the warehouse confirms that everything is in order, we will pay you the amount using the same payment method you used when placing the order. This process may take approximately one week.
If you have any questions, our customer service will be able to help you. Do not hesitate to contact us
The return of the product is at the buyer’s expense.
*In accordance with Article 40 of Law 47/2002, of December, reforming Law 7/1996, of 15 January, regulating retail trade.
Additional information
Article 68.1 of Spanish Royal Legislative Decree 1/2007, of 16 November, which approves the text of the General Law for the Defence of Consumers and Users establishes the Right of Withdrawal, the ability of the consumer and user to rescind from the contract, notifying the other contracting party within the period established for the exercise of that right, without the need to justify their decision and with no penalty of any kind.
It is the obligation of the contracting party to make available to the consumer or user a document for withdrawal or for the management of a clearly identified return (Art. 69.1 RDLg 1/2007).
The period for the consumer or user to exercise this right will be 15 days, which will be computed from the date of receipt of the product by the buyer or the collection date by an external agency at our facilities (ART. 71 RDLg 1/2007). The costs generated by the return of the product will be borne by the buyer (Art. 101.1 RDLg 1/2007).
In accordance with the foregoing, the applicant accepts and makes use of the Right of Withdrawal as covered by current regulations.
What are the reasons for a return?
- If you wish to return the order within 15 days of its receipt.
- If the product is under warranty.
- If the product is defective.
- If the product received has damage caused by transportation.
How to process a return or manage a guarantee?
Please send email on info@SHYSHLOV.com
Return address will be informed to you on email.
What is the deadline for returns?
15 days If you have bought a product, received it but do not want it.
2 years if it is a product under warranty that does not work.
24 hours for transport damage.
How long does it take to refund the money?
The deadline for receiving an answer is from 1 to 14 working days, from the time the package arrives at our facilities.
How do I get my money back?
The same way us you payed
Are there items that cannot be returned?
Yes, there are some products that cannot be returned. Products without their original packaging, which have been opened or that do not have their original seal. Lingerie products may not be returned, we strictly follow health and safety regulations. Damaged or incomplete products may not be returned. Products not acquired in Dreamlove. For this reason all our products incorporate security mechanisms that let us know whether or not the product was acquired at Dreamlove.
Gift items, testers, gifts offered by Dreamlove are non-refundable.
In many cases the products include gift batteries, if the batteries do not work it does not mean that the product does not work, sometimes the gift batteries are discharged and the toy needs new batteries, in this case the product does not have a return.
Can I make a change?
No. For all products received, either as returns or under the guarantee the payment is first processed, and after receiving the amount in your balance you may arrange another purchase.
What is the time limit for a product guarantee?
The product warranty is 2 years for new items and 1 year for items on offer or purchased at the Outlet. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At Dreamlove we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must coincide with the information provided by you.
How long does it take to process a warranty claim?
The period for this process is generally from1 to 5 working days, however we always do our best to accelerate the process.
Do I have to keep the original packaging?
When dealing with personal hygiene articles, it is essential to send the article in its original packaging. The need to store the original packaging in order to process the warranty is clearly stated in your website and physical store conditions. Store the product in its original packaging and place that into another box. In this way it will be protected during transport. You also need to include all the accessories.
Non-physical goods and services
All Non-physical goods and services that were paid for through the website or by direct transfer to a bank account can be withdrawn only if they were not activated, if the service was activated, then the payment is non-refundable. In these cases, you can request a refund:
- The contract for the service has not entered into force (in cases with SEO promotion, marketing and other services, the contract enters into force on the 1st or 15th, whichever is closer.)
- The consultation has not been started and its start time is no more than 6 hours away.