Customer Information
Shipping, returns
& privacy.
Last updated: August 2026
Shipping
We ship worldwide from Lebanon. A delivery address is collected at checkout, and you will receive confirmation by email as soon as your order is placed.
The Valley Edition — available now
Dispatched within 60 days of your order. If your order has not left the valley within 60 days, you may claim a full refund — see Returns & refunds below.
The Founding Reserve — pre-order
The founding allocation is bottled and dispatched in autumn 2026, in strict order of reservation. Payment is taken at the time of reservation to secure your place in the queue and your founding price. You will receive updates at each stage, from bottling through to dispatch.
Delivery costs and duties
TO CONFIRM Shipping rates, delivery times per region, and whether import duties and taxes are included or payable on delivery. Until this is confirmed, prices shown are for the goods only.
Returns & refunds
The 60-day guarantee (Valley Edition)
If your Valley Edition order has not shipped within 60 days of purchase, write to us and we will refund you in full — no questions asked and no forms to complete. Refunds are returned to the original payment method, normally within 5–10 business days.
Damaged or faulty goods
Glass travels a long way. If any bottle arrives damaged, send us a photograph within 14 days of delivery and we will replace the affected bottles or refund them, whichever you prefer. You do not need to return broken glass to us.
Right of withdrawal (EU, UK and other applicable regions)
Where consumer law grants a right of withdrawal, you may cancel your order within 14 days of receiving it and return the goods for a refund. Returned goods must be unopened and in a resalable condition, for food-safety reasons. TO CONFIRM who pays return postage.
Cancelling a pre-order
A Founding Reserve reservation may be cancelled for a full refund at any time before it is dispatched. Once dispatched, the terms above apply.
Payment
Payments are processed by Stripe. We never see or store your card details. Depending on your region, you may pay by card, Apple Pay, Google Pay or other methods offered at checkout.
All prices are shown in US dollars (USD). If your card is issued in another currency, your bank applies its own exchange rate and may add a foreign-transaction fee.
TO CONFIRM whether VAT, GST or sales tax is included in the displayed price or added at checkout for your region.
Privacy
We collect only what is needed to fulfil your order: your name, email address, delivery address and order details. We use it to process and deliver your order and to contact you about it.
Who else sees it
- Stripe — payment processing (they receive your payment and billing details directly).
- Netlify — website hosting.
- Our shipping partners — the delivery address needed to bring your order to you.
We do not sell your data, and we do not share it with anyone else for marketing.
Cookies and tracking
This website sets no advertising or tracking cookies. Stripe may set cookies necessary for secure payment when you reach checkout.
Your rights
You may ask us at any time for a copy of the data we hold about you, ask us to correct it, or ask us to delete it — write to the address below and we will respond within 30 days. Order records may be retained where accounting or tax law requires it.
Terms of sale
By placing an order you agree to these terms. An order is accepted when we confirm it by email.
- Products are natural spring water, bottled in glass. Natural mineral content may vary slightly between bottlings.
- We may correct pricing or description errors and, if we do, we will contact you before dispatching and offer you a full refund.
- Product photography is illustrative; the Founding Reserve and Valley Edition differ in bottle finish as described on each product page.
- Where a delivery estimate is given, it is an estimate. Your statutory rights are not affected.
- Nothing in these terms limits your rights under the consumer law of your country of residence.
TO CONFIRM Legal seller entity, registered company name and number, registered address, and governing law for these terms. These details are legally required in most markets and should be added before large-scale international selling.
Contact
Write to us and a person — not a queue — will answer.
Email: hello@myqannoubine.org
Source: Qannoubine Spring, Wadi Qadisha, North Lebanon
We aim to answer every message within two business days.