Shipping and Delivery Policy

Stone Castle Vineyards & Winery

Last Updated: 10/03/2026

At Stone Castle Winery, we want your wine to arrive safely and on time. This Shipping and Delivery Policy explains how we process and ship orders, estimated delivery times, shipping costs, and what to do if any issues arise during delivery.

1. Order Processing

Orders placed through our Website are processed within 1–3 business days (Monday to Friday, excluding public holidays in Kosovo). Orders placed on weekends or public holidays will be processed on the next business day.

You will receive an order confirmation email immediately after placing your order. A separate shipping confirmation email will be sent once your order has been dispatched, which may include tracking information where available.

Please note that order processing times may be longer during peak periods (holidays, promotional events). We will notify you of any significant delays.

2. Shipping Destinations and Estimated Delivery Times

We currently ship to the following destinations:

Destination	Estimated Delivery Time	Shipping Cost
Kosovo	1–2 business days	Calculated at checkout
Albania	5–7 business days	Calculated at checkout
North Macedonia	3–5 business days	Calculated at checkout
Other international	10–20 business days	Calculated at checkout

Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on your exact location, courier availability, weather conditions, customs processing (for international orders), and other factors beyond our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on the delivery destination and the weight/size of your order. The exact shipping cost will be displayed before you confirm your order.

• Free shipping promotions may apply for orders above a certain value. If active, this will be clearly displayed at checkout and on relevant promotional materials.
• Shipping costs are non-refundable except in cases where the return is due to our error (defective, damaged, or incorrect items). Please refer to our Refund and Return Policy for details.

4. Shipping Methods and Carriers

We use trusted courier and logistics partners to deliver your orders. The specific carrier used may depend on your delivery destination and the size of your order. We select carriers that specialize in handling fragile goods to ensure your wine arrives in perfect condition.

For domestic orders within Kosovo, we primarily use local courier services that offer next-day and same-day delivery options where available. For international shipments, we work with established international carriers.

5. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email. Where available, a tracking number and link will be included so you can monitor the progress of your delivery. If tracking information is not available for your shipping destination, our customer support team can assist with delivery status inquiries.

6. Alcohol Shipping Regulations

As our products contain alcohol, all shipments are subject to the applicable laws and regulations governing the sale and transport of alcoholic beverages in both the origin and destination countries. Key points include:

• The recipient must be at least 18 years of age. Delivery personnel may request identification (photo ID) to verify age at the time of delivery.
• If the recipient cannot provide valid proof of age, the delivery may be refused and returned to us.
• It is the customer’s responsibility to ensure that the importation of wine into their country or region is permitted under local laws.
• We are not responsible for any orders that are confiscated, delayed, or returned by customs authorities due to local regulations regarding alcohol importation.

For deliveries to Albania and North Macedonia, the legal minimum age to purchase and receive alcoholic beverages is 18 years. The same age verification requirements apply. All shipments to these countries comply with the applicable excise and customs regulations of the respective destination country.

7. International Shipping and Customs

For orders shipped outside of Kosovo, please be aware of the following:

• International orders may be subject to customs duties, import taxes, and other fees imposed by the destination country. These charges are the customer’s sole responsibility and are not included in the product price or shipping cost.
• Customs processing may cause delays beyond our estimated delivery times.
• We are not responsible for any additional charges imposed by customs authorities. We recommend checking with your local customs office regarding potential duties and taxes before placing an international order.
• If an international shipment is refused or returned by customs due to unpaid duties or non-compliance with local import regulations, the customer is responsible for any return shipping costs. Refunds in such cases will be issued for the product price only, minus original and return shipping costs.

8. Delivery Instructions and Address Accuracy

Please ensure that your shipping address is complete, accurate, and includes any relevant delivery instructions (apartment number, building name, gate code, etc.) at the time of placing your order.

We are unable to modify shipping details once an order has been dispatched. If an incorrect or incomplete address results in a failed delivery, the customer will be responsible for any additional shipping charges required to redeliver the order.

9. Failed Delivery Attempts

If a delivery attempt is unsuccessful (e.g., no one is available to receive the package, age verification cannot be completed), the courier will typically leave a notification and attempt redelivery or hold the package at a local collection point, depending on the carrier’s policy.

If the package is returned to us after multiple failed delivery attempts, we will contact you to arrange reshipment. Additional shipping charges may apply for redelivery. If you do not respond within 14 days, we reserve the right to issue a refund for the product price minus original and return shipping costs.

10. Damaged, Lost, or Delayed Orders

Damaged orders: If your order arrives damaged, please take photographs of the damage to both the product and the outer packaging and contact us within 48 hours at info@stonecastlewine.com. We will arrange a replacement or full refund. Please do not discard the damaged items or packaging until the claim is resolved.

Lost orders: If your order has not arrived within the estimated delivery window and tracking shows no updates, please contact us at info@stonecastlewine.com with your order number. We will investigate with the shipping carrier and, if the package is confirmed lost, offer a replacement or full refund.

Delayed orders: If your order is delayed beyond the estimated delivery time, please allow a few additional business days, as delays can occur due to carrier issues, weather, or customs processing. If the delay exceeds 10 business days beyond the estimated delivery date, contact us and we will investigate.

11. Packaging

All orders are carefully packaged to protect your wine during transit. We use specialized wine packaging materials, including protective inserts and sturdy outer boxes, to minimize the risk of breakage. In warm weather periods, we may include additional protective measures to ensure product quality during transport.

12. Contact Us

If you have any questions about our Shipping and Delivery Policy or need help with a delivery issue, please contact us at:

Company: Stone Castle Vineyards & Winery SH.P.K.

NUI: 810518392

Address: Bernjaka P.N., Rahovec, 21000 Kosovo

Email: info@stonecastlewine.com

Phone: +383 29 276 053

Fax: +383 29 276 051