FAQs
Where do you ship to?
We currently deliver within the UK. Available delivery options and charges are shown at checkout before you pay.
When will my order arrive?
Please allow 2 working days for us to prepare your order, followed by an estimated 2-3 working days for delivery. Working days are Monday to Friday, excluding bank holidays.
We aim to dispatch orders as quickly as possible. If we become aware of a significant delay, we'll contact you.
How much does delivery cost?
Delivery charges are shown at checkout before you place your order.
Free UK delivery for orders over £30.
Can I return my order?
If you change your mind, you can normally cancel your order within 14 days after delivery. You then have a further 14 days to send the items back.
Unopened yerba mate packs can be returned. We cannot accept change-of-mind returns of yerba mate once its protective seal has been broken, because the contents are then unsuitable for return for health and hygiene reasons.
For accessories, you can inspect the product as you would in a shop. Using or curing a gourd goes beyond ordinary inspection and may reduce the refund available.
You normally pay return postage for a change-of-mind return. If an item is faulty, damaged or incorrect, we'll cover reasonable return costs.
For full details, please read our Refund Policy.
What if my order arrives damaged or something is wrong?
Email info@shop-stems.com with your order number and a description of the problem. Photos can help us resolve things more quickly, where practical.
Can I change my delivery address?
Email info@shop-stems.com as soon as possible, including your order number and the correct address.
We'll try to update the address before dispatch. If the parcel has already been sent, we'll help you check whether the carrier can redirect it, although changes may not be possible.
Where does your yerba mate come from?
Our yerba mate comes from a producer in Misiones, Argentina. It is packed in Buenos Aires before being exported to the UK.
Will my gourd look exactly like the photograph?
Natural calabash gourds vary in shape, size, colour and markings, so each one is a little different. Product photographs show the general style; any stated measurements are approximate where indicated.
Natural variations do not affect your rights if a product is faulty or does not match its description.
How do I prepare and care for my gourd?
Follow the preparation and care instructions on our "How To" page. Natural calabash gourds need curing before their first use and should be emptied and allowed to dry thoroughly between uses.
If you're unsure about preparing your gourd or notice a problem, email info@shop-stems.com before continuing to use it.
How can I contact you?
Email us at info@shop-stems.com