1. Scope

This Delivery Policy applies to orders placed through the Gitana Winery online shop and delivered to addresses in Switzerland. It supplements the General Terms and Conditions of Sale applicable to the Swiss shop.

By placing an order, the customer confirms that the delivery address provided is complete, accurate and located in Switzerland.

2. Delivery Area

Delivery is available exclusively within Switzerland, to addresses served by Swiss Post in accordance with its own terms and services.

We do not accept orders for delivery to addresses outside Switzerland and do not forward parcels to other countries. If an order contains an ineligible or incomplete address, we may request that it be corrected or may cancel the order and refund the amounts paid, as appropriate.

3. Carrier

Orders are shipped via VinoLog, a service provided by Swiss Post, using the shipping option selected by the shop operator.

After the parcel has been handed over to Swiss Post, the customer may receive tracking information if the service used includes this option and the required contact details have been provided correctly.

The carrier’s operating conditions, including delivery days, delivery attempts, redirection and the parcel retention period, apply according to the postal service used.

4. Order Processing and Dispatch

Orders are processed after payment has been confirmed and product availability has been verified.

Estimated time for preparation and handover to Swiss Post: 3 business days from order confirmation.

Orders placed at weekends, on public holidays or after our internal cut-off time are processed on the next business day. During busy periods, promotional campaigns or when products have limited availability, processing may take longer. If the delay is significant, we will inform the customer using the contact details provided with the order.

5. Estimated Delivery Time

The delivery time is an estimate and is calculated from the moment the parcel is handed over to Swiss Post, not from the time the order is placed.

Postal service used: VinoLog, provided by Swiss Post

Carrier’s estimated delivery time: 2 business days from handover of the parcel to Swiss Post, with delivery from Monday to Friday.

Delivery times may be affected by public holidays, weather conditions, high postal volumes, incomplete addresses, unsuccessful delivery attempts, operational incidents or other circumstances beyond our reasonable control.

Any estimated date displayed or communicated does not guarantee an exact delivery time or date unless this is expressly confirmed by a special service.

6. Delivery Charges

Delivery charges are displayed in CHF before the order is finally confirmed and are added to the price of the products, except where a free-delivery offer applies.

Free delivery for orders of at least CHF 100

Any additional charges for special services are displayed before the order is placed.

No customs duties apply to the domestic deliveries described in this policy. The total price, including any applicable delivery charges, is shown before the order is completed.

7. Delivery of Alcoholic Beverages and Age Verification

Alcoholic products may be ordered and received only by persons who meet the applicable legal and age requirements.

By placing an order, the customer confirms that they meet the age requirement stated in the shop and that the recipient of the parcel is authorised to receive alcoholic products.

Swiss Post or the shop operator may require identity and age verification. If verification cannot be completed, or if the person receiving the parcel does not meet the applicable requirements, the parcel may not be delivered and may be returned to the sender.

8. Customer Obligations Regarding the Address and Receipt

The customer must provide a complete and accurate address, the recipient’s name, postal code, locality and valid contact details.

The customer is responsible for ensuring that the recipient can accept the parcel and that any collection instructions or deadlines specified by Swiss Post are followed.

If a parcel is returned because of an incorrect address, unjustified refusal of delivery, inability to verify age or failure to collect it within the specified period, we may charge the cost of reshipping. Any refund will be made in accordance with the General Terms and Conditions of Sale and applicable law, after deducting any costs that may lawfully be charged to the customer.

9. Parcel Tracking and Unsuccessful Delivery

If the shipment includes tracking, the tracking number or link will be sent to the email address or telephone number provided with the order.

If the recipient is unavailable, Swiss Post may apply the procedures corresponding to the service used, including a further delivery attempt, temporary storage or issuance of a collection notice.

For operational information after dispatch, the customer may consult Swiss Post’s tracking system. For issues concerning the contents of the order, the customer should contact Gitana Winery.

10. Damaged Parcels, Broken Bottles or Missing Products

We package orders to protect the products during transit. Upon receipt, we recommend inspecting the parcel and its contents as soon as possible.

If the packaging is visibly damaged, there is leakage, one or more bottles are broken, or products are missing, the customer should:

• photograph the outer packaging, shipping label, internal protective materials and affected products;
• retain the packaging and products until the claim has been resolved;
• contact us as soon as possible at swiss.sales@gitanawinery1953.com, stating the order number and describing the issue identified.

We will review the claim and, if it is justified, offer replacement products, a refund or another appropriate solution. The recommended notification period does not limit the customer’s mandatory statutory rights.

11. Delayed or Lost Orders

If the tracking information is not updated or the estimated delivery time has been significantly exceeded, the customer may contact us at swiss.sales@gitanawinery1953.com. We will investigate the situation and, if necessary, open an enquiry with Swiss Post.

A parcel is not considered lost solely because the estimated delivery time has been exceeded. Loss is confirmed following the carrier’s investigation. Once confirmed, we will apply the remedy provided for in the General Terms and Conditions of Sale and applicable law.

12. Changing or Cancelling Delivery

If you wish to change the address or cancel the order, please contact us immediately at [email address]. We cannot guarantee that a change or cancellation will be possible once processing has begun or the parcel has been handed over to Swiss Post.

After dispatch, redirection or rescheduling options depend on the services offered by Swiss Post and may be subject to additional conditions or charges.

13. Relationship with Returns and Refunds

This policy governs the dispatch and delivery of orders. The conditions relating to cancellation, product returns and refunds are described in the Returns and Refunds Policy and the General Terms and Conditions of Sale.

14. Contact

For questions about delivery or an order:

Gitana Wine House GmbH

Forchstrasse 28, 8008 Zurich

Email: swiss.sales@gitanawinery1953.com

Telephone: +41 78 251 15 77

Customer service hours: Monday–Sunday, 12:00–20:00

Internal Note Before Publication

This page is intended for the Gitana Winery team and must be removed from the version published on the website.

To be completed and verified:

• the legal name and contact details of the Swiss operator;
• the exact Swiss Post service used for wine parcels;
• the internal processing time and delivery time communicated to the customer;
• the delivery charge and any free-delivery threshold;
• the treatment of PickPost, My Post 24 and P.O. box addresses;
• the commercial minimum age and the actual verification mechanism at delivery;
• the internal procedure for damaged, lost and returned parcels;
• alignment with the Terms and Conditions of Sale and the Returns and Refunds Policy.

Official Sources Consulted

Swiss Post — Domestic parcels / PostPac Economy / PostPac Priority: https://www.post.ch/en/sending-parcels/domestic-parcels

Official Swiss SME Portal — Statutory obligations: Swiss and European e-commerce laws: https://www.kmu.admin.ch/en/statutory-obligations-swiss-and-european-e-commerce-laws

Official Swiss SME Portal — Product information for online shops: https://www.kmu.admin.ch/en/product-information-what-information-should-be-featured-on-a-website

The sources confirm that delivery times and charges must be communicated clearly before purchase. The actual delivery time depends, however, on the postal service contracted; therefore, unconfirmed commercial values remain marked for completion.