Help & Contact

Please select the subject below and click for more information.
  • General Enquiries

    Call us on 017687 88850 if you have any questions about the distillery, our tours, visitors centre or the whereabouts of your order.

    017687 88850 - Option 1
    Book a tour
    Group tour bookings
    Distillery information
    Directions
    Enquiries regarding the on-site shop

    Email: shop@lakesdistillery.com

    017687 88850 - Option 2
    Table bookings for the Bistro
    Any menu or dining enquiries
    Group bookings for dining
    Bookings for Bistro events

    Email: bistro@lakesdistillery.com 

    017687 88850 - Option 3 
    Private parties
    Web & online orders
    Any other enquiries not covered by the above

    Email: info@lakesdistillery.com

  • How long does delivery take?

    Standard UK mainland delivery is on a next working day service and generally you will receive it within 24-48 hrs of ordering (across the working week). Cut off time for next day delivery is 12 noon. Offshore areas and UK island deliveries may take up to 5 working days. 

    We do not offer delivery on weekends or bank holidays.

    Please note that, to receive your order in time for Christmas Day, your order must be placed before 12pm on Wednesday 21st December 2016.

  • Do you deliver outside of the UK?

    Yes we can, however due to the nature of the product (alcohol and glass) it is subject to delays and there may be potential issues getting stuck in customs. Please contact us on 017687 88850 (option 3) or email info@lakesdistillery.com and we will talk you through your options and provide you with a delivery quote.

  • How do I know that you’ve received my order?

    You will receive a confirmation email from us upon completion of your payment (please also check your junk mail). If you haven't received a confirmation, please call us on 017687 88850 (option 3) and we can check up on your order status.

  • Can I have an alternate delivery address?

    Yes. During the checkout process, you will have the option to specify an alternative delivery address to a work address, or get it delivered to a friend or family member.

    If you have already placed your order, and wish to change your delivery address, please call us on 017687 88850 (option 3) and we will do what we can to change it for you. Please note if it has already left our dispatch unit, this may or may not be possible - however we will do our best!

  • What courier do you use?

    Our courier is APC, who run a next day courier service for standard UK mainland deliveries. For more information, you can visit their website. To contact your local depot or arrange a collection, please visit their website.

    APC do not make deliveries on weekends or bank holidays and delivery times will be between 9am - 5pm.

  • Does someone need to sign for my delivery?

    Yes. To ensure a fully secure and tracked delivery service, we do send everything on a signed for delivery service (including gift vouchers). Unless prior delivery instructions have been given to us, your order will be returned to the depot and a card left if there is nobody there to sign for your delivery.

  • What if I’m not in at the time of delivery?

    You will be left a card informing you of an attempted delivery and it will be returned to your nearest local depot. You will need to call the number of your local depot on the card to rearrange delivery or arrange to pick-up. Find your nearest APC depot here.

  • What is included in my welcome pack?

    Your letter confirming your Founders’ Club membership, certificate personally signed by The Lakes Distillery’s Founder Paul Currie and your personal membership card.

  • When will I get my first bottle?

    We send out the bottles in batches, so you should receive your first bottle within 28 days of your welcome pack being sent. If you have any questions when you should expect to receive your bottle, please call us on 017687 88850 (option 3). 

  • How do I pay in instalments?

    Recurring payments can be made in instalments of £100, £53, £28 and £19.95. 

    • £19.95 over 42 months
    • £28.00 over 28 months
    • £53.00 over 14 months 
    • £100.00 over 7 months

    Direct Debit is the only option to make part-payments. To get set up, you will need to fill in this form and post it back to us.

  • How do the free tours work?

    As of mid January 2017, Founders tour tickets are being replaced with a plastic membership card, each featuring the corresponding Founder's membership number. This card can be presented at the distillery and will give you and a guest unlimited free tours for life.

    If you would like to visit the distillery for a tour in the meantime, please contact the distillery team on 017687 88850 (option 1), mentioning that you’re a Founder and we will honour your free tour entitlement.

    Terms & Conditions

    1. Membership card and benefits are non-transferable. Proof of identity may be requested 2. Entitles Founder member and guest to free Distillery Tours for lifetime of the Founder member. Other tours are not applicable. 3. Benefits associated with the tour are only applicable when taking part in the tour. 4. Membership card isn’t a debit or credit card, cheque guarantee card or savings account card. 5. Lost or stolen cards will be replaced but we cannot offer the same membership number.

  • Do I receive online discount?

    Members of the Founders' Club are indeed entitled to 10% off online only. This discount is not automatic however and you will need to enter a code to claim the discount.

    To be reminded of the code, please contact founders@lakesdistillery.com.

    Please note that, if you live locally, you can use the 10% online discount and choose Click and Collect, meaning that you can collect your order from the distillery site and not pay P&P. Founders discounts are not applicable with any other offer.

  • I haven't received my miniatures?

    If you have received your first bottle, you will find the miniatures inside the package. Every box has a magnetic hinge on it (so you can open the full set without damaging the packaging) and you'll find the miniatures inside a little drawer at the bottom of the box.

  • When will my name go up on the plaque?

    We are currently not installing any further increments of the Founders' Plaque. Instead, once all memberships have been sold, all Founders' plaques will be redone in alphabetical order.

  • Why have I received an email saying ‘my account has been suspended’?

    This is an occasional issue that happens with memberships paid for via PayPal when you’ve recently changed your card registered to your PayPal account. Once you’ve updated your card details in PayPal, we will request the payment again.

    If, for whatever reason, you are paying in instalments and that payment plan is changed by you, or your account is stopped mid-payment, your account will be put on hold. Please contact us on 017687 88850 (option 3) for questions regarding your payment plan.
  • What if I want to cancel my membership?

    If you change your mind and would like to cancel your membership, you may do so within 14 days from the day your membership is confirmed (by the receipt of cleared funds for the order by the supplier).

    To cancel, please fill in the below cancellation form and email it to founders@lakesdistillery.com. We will then confirm your cancellation by email. If you have received your first bottle, we will require all goods to be sent back to us in new condition.

    Cancellation Form

  • How do I book a tour?

    You can either book and pay online here, or book over the telephone by contacting the tour team on 017687 88850 (selecting Option 1). If you book over the phone, you have the option to pay on arrival.

  • How much do tours cost?

    The Distillery Tour

    - Adults (18+): £12.50 each. This also includes a £5 off voucher to use in the shop on the day of your tour. 

    - Children (13-17, accompanied by adult): £5 each.

    - Children (12 and under accompanied by adult): FREE.


    The Tasting Tour

    - Adults (18+): £22.50 each. This also includes a £5 off voucher to use in the shop on the day of your tour. 

     

  • Are children allowed?

    Supervised children are more than welcome on the tour - they are given a quiz and fruit shoot tasters!

    However due to The Lakes Distillery being a working distillery with hot pipes and equipment, children under 6 are not allowed on our tours. 

     

  • Are dogs allowed?

    Dogs are more than welcome in our courtyard and garden areas, as well as in the Shop. Guide dogs are welcome on the tour.

  • Are you accessible by public transport?

    The Lakes Distillery has its own bus stop on the Stagecoach X4 / X5 route from Working to Penrith, stopping every half an hour. Please check with Stagecoach for the latest timetable.

    Our nearest local train station is Aspatria, around 12 miles away, operated by Northern Railway. Penrith is the nearest mainline train station on the West Coast mainline.

    Taxis can be booked through the tour team – we have good relationships with a number of local taxi organisations. Call 017687 88850 (option 1) for more information.

  • Are you wheelchair friendly?

    The site is wheelchair accessible throughout.

    There is a wheelchair lift between floors during the tour. Due to a maximum lift size, we may not be able to accommodate larger mobility vehicles or scooters. Manual wheelchairs are available on site on a first come, first serve basis – please enquire at the time of booking.

    Carers are welcome for free, please enquire at the time of booking. 

    Guide and assistance dogs are welcome.

     

  • Do you accept groups?

    Yes we accept group bookings and private tour enquiries. For groups (over 12) you will receive a discount on booking - please visit our Tours page to book tours online

    Stag and hen parties are welcome, however please enquire before booking - events@lakesdistillery.com. If you would like anything special for a private tour and tasting or corporate bookings please email our Events team. Find out more about our private hire options here. 

  • Is parking free?

    Yes, we offer free on-site car parking for up to 50 cars and 5 coaches. 

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