1. General & Orders
Q: Who operates stemandmesh.com?
stemandmesh is a brand owned and operated by VOE TRADE EOOD, a registered commercial entity based in Bulgaria:
- Operating Company: 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
Q: What products do you offer?
We specialise in practical plant care and gardening tools designed for everyday domestic use, including watering cans, fine mist sprayers, transplanting trowels, plant support clips, and soil sieves.
Q: Where do you offer your products and services?
Our store caters exclusively to customers residing within European countries. All sales and delivery services are managed strictly within the European region.
2. Payment Information
Q: Which payment methods do you accept?
To offer a streamlined checkout experience, we accept a comprehensive range of major payment options:
- Credit & Debit Cards: Visa, Mastercard, and American Express
- Digital Wallets: Apple Pay and Google Pay
- Alternative Payment Methods: Supported local electronic and digital wallet solutions applicable in European jurisdictions.
All transactions are charged in Euros (EUR) and include applicable European Value Added Tax (VAT).
3. Shipping & Delivery
Q: Which shipping carriers do you work with, and what is the estimated delivery time?
We work with established logistics partners—including DHL, FedEx, and UPS Priority services—to fulfill orders across Europe:
- Order Processing Time: Orders are typically processed and prepared for dispatch within 1 to 2 working days.
- Transit Time: Standard delivery across European destinations takes approximately 5 to 12 working days following dispatch.
Q: How can I track my order?
We provide step-by-step visibility for your delivery. Automated tracking emails are sent to the email address provided during checkout at key operational stages:
- When your order is dispatched from our facility.
- When the parcel arrives at key logistics sorting hubs.
- When the parcel is assigned for local final-mile delivery.
Q: What happens if my parcel is delayed beyond the standard transit timeframe?
If your shipment exceeds the estimated 12 working days transit timeframe, please contact us at internal@stemandmesh.com. We will initiate a formal investigation with the carrier and, depending on the verified status of the parcel, arrange either a full refund or a prompt replacement shipment.
4. Returns, Cancellations & Refunds
Q: What is your policy regarding standard returns?
In accordance with European legal standards (EU Consumer Rights Directive), consumers residing in the European Union have the right to withdraw from their purchase without specifying a reason within 14 days from the date physical possession of the items is received.
To initiate a return under your 14-day statutory right of withdrawal, please send a written notification to internal@stemandmesh.com prior to the expiry of the 14-day period for detailed instructions.
Q: What should I do if an item arrives damaged or defective?
If your product arrives damaged or exhibits manufacturing flaws:
- Contact our customer support team at internal@stemandmesh.com within a reasonable time after receipt.
- Provide your order reference number and clear photographic evidence showing the issue.
You do not need to return the physical damaged item. Upon review and verification of the photographs, we will immediately process a full refund or dispatch a replacement item at no extra charge.
5. Customer Service Contact
Q: How can I contact customer support, and what is the expected response time?
If you have any questions or require support regarding an order, please reach out to us:
- Support Email: internal@stemandmesh.com
- Telephone: +359 884906995
- Support Response Time: Please leave us a detailed email message or call during working hours. We endeavour to review and respond to all inquiries within 24 hours on working days.