This Shipping & Delivery Policy applies to all orders for plant care tools (including watering cans, fine mist sprayers, transplanting trowels, soil sieves, and plant support clips) placed on www.stemandmesh.com.

We are committed to delivering reliable fulfillment services across European destinations in strict compliance with applicable European Union consumer protection regulations.

1. Dispatch & Dispatch Origin

All orders are processed, packed, and dispatched directly from our registered company premises in Bulgaria:

  • Dispatch Address: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  • Operating Entity: VOE TRADE EOOD
  • Brand Name: stemandmesh
  • Company Registration / VAT Identification Number: 205646984-BG205646984

2. Geographic Coverage & Logistics Partners

  • Geographic Scope: Our shipping services are strictly limited to destinations within European countries. We do not ship to addresses outside Europe.
  • Carriers: We partner with established international logistics carriers, including DHL, FedEx, and UPS Priority services, to handle parcel deliveries.

3. Order Processing & Shipping Times

  • Order Processing Time: Orders are typically verified, processed, and handed over to our carrier partners within 1 to 2 working days following order placement.
  • Standard Transit Time: Estimated transit time across Europe is 5 to 12 working days after dispatch from our facility.

4. Automated Tracking & Notifications

To maintain transparent operational communication throughout the delivery process, automated email notifications will be sent to the email address provided during checkout at key status intervals:

  1. Order Dispatch: Notification sent when your parcel is handed to the carrier with an active tracking code.
  2. Transit Hub Arrival: Notification update when the package arrives at primary logistics sorting facilities.
  3. Out for Delivery: Final notification update when your parcel is assigned for local final-mile delivery.

5. Delivery Delays & Investigation Procedure

While standard delivery takes between 5 to 12 working days, unforeseen carrier operational delays may occasionally occur.

If your parcel has not arrived after the standard 12 working days transit timeframe:

  1. Contact our customer support team at internal@stemandmesh.com with your order reference number.
  2. We will immediately initiate an official investigation with the responsible logistics carrier to verify the status and location of the shipment.
  3. Upon confirmation of transit loss or unreasonable delay from the carrier, we will arrange either a full refund or dispatch a free replacement shipment.

6. Transfer of Risk & Damage in Transit (EU Legal Compliance)

In strict accordance with the EU Consumer Rights Directive (2011/83/EU):

  • The risk of loss, damage, or deterioration of goods remains with us until the customer or a nominated third party (other than the carrier) acquires physical possession of the products.
  • If items arrive in a damaged state, customers may contact internal@stemandmesh.com with photographic proof to arrange a full refund or replacement without needing to return the damaged item.

7. Customer Contact Details

For any shipping, delivery, or tracking inquiries, please contact our dedicated customer support team:

  • Brand Name: stemandmesh
  • Company Name: VOE TRADE EOOD
  • Company Registration / VAT Identification Number: 205646984-BG205646984
  • Registered Address: 5 Knyaz Aleksandar Batenberg Str., Levski, 5900 Bulgaria
  • Official Website: www.stemandmesh.com
  • Customer Support Email: internal@stemandmesh.com
  • Telephone: +359 884906995