Help & Contact

Please select the subject below and click for more information.
  • COVID-19 Delivery Update

    Due to the Coronavirus COVID19 outbreak, there may be some changes to our usual level of service;

    • Our courier network UPS are operating, but are less able to fulfil a next working day service due to demand and the need to prioritise shipments of essentials and medical equipment.  With this in mind, there may be up to a three day delay for delivery once your package has been dispatched. After this time, please contact us and we can track your package and speak with the courier if necessary.
    • Our online shop is still open & operating as normal; we have adapted our warehouse colleagues' working envrioment to allow for safe distancing and have provided additional hand sanitising equipment. We are doing everything we can to ensure our people are safe throughout this time, are continuously monitoring the situation, and ensuring we abide by any guidance received from the government as the situation progresses.
    • As an alcohol merchant, we usuaully require a signature for delivery. However in the current enviornment, signatures are being foregone at this time. We have been advised that UPS will require positive confirmation that an adult is at the address before they can leave the package at the door.  Drivers are advised to knock at the address, stand back by 2 metres and await a response.  Once they are happy that someone has responded accordingly, they will leave the package and we would ask that you retrieve this  when they have retreated to a safe distance. 
    • For convenience, the "Local UPS Access Point" service is still available, where you can opt to have your parcel delivered to a nearby shop or post office. However  please note your usual local UPS Access Point may be closed during this time, please check with the individual store before selecting delivery.
  • Delivery options

    IMPORTANT: Whilst we are doing our best to keep operations running as normal, *Read our COVID-19 delivery update


    UK Standard Delivery £4.95 - Order before 12pm for next working day delivery* to home or work. FREE UK delivery for orders over £50. If you would like to order four or more separate orders on different deliveries, please contact us for a delivery quote.

    Click & Collect from a Local UPS Access Point £4.95 - Deliver to a local nearby shop or petrol station if you can't be in to sign for your parcel. Select your Local UPS Access Point at checkout. FREE UK delivery for orders over £50. Please note your nearest local UPS Access Points may be closed during this time, please check with the individual store before selecting delivery.

    - Click & Collect from the distillery £0.00 - Pick up direct from the distillery shop at your convenience (open Monday - Sunday 10am - 6pm). We'll hold your order for 28 days. 

    - Saturday Delivery £10.00 - Deliver to any address for guaranteed Saturday delivery.

    - International shipping - Unfortunately we cannot ship internationally at this moment. Please shop with one of our partners for delivery outside of the UK. 

    If you have any other questions regarding delivery, please refer to our Delivery FAQs or Contact us.

  • Click & Collect

    You can choose to "Click & Collect"  from the distillery for free. Any order placed will be available within 24 hours for collection from the distillery shop (open 10am - 6pm, Monday-Sunday). We will hold your purchase for 28 days unless by prior agreement.

    Alternatively, at checkout choose "Click & Collect (Local UPS Access Point)" to and we will deliver to a local nearby shop or petrol station for you to collect from there. 

     

  • Signing for your delivery

    IMPORTANT: Whilst we are doing our best to keep operations running as normal, Read our COVID-19 delivery update

    Yes. As we are classified as an 'alcohol shipper', your parcel must be signed for - we cannot 'leave safe' on a doorstop or porch. To ensure a fully secure and tracked delivery service, we do send everything on a signed for delivery service (including gift vouchers, which are treated as cash). 

    We recommend you deliver to an address where someone will be able to sign for your parcel; why not deliver to a work address, neighbour or family member? Alternatively, at checkout choose "Click & Collect (Local UPS Access Point)" to collect from a local nearby shop or petrol station.  

    Unless prior delivery instructions have been given to us, your order will be returned to a UPS Depot or Access Point for collection (one of 2,989 shops or local petrol stations in the UK) and a card left if there is nobody there to sign for your delivery.

    Track your order here

  • Delivery to an alternate address

    We do recommend you deliver to an address where someone will be able to sign for your parcel. During the checkout process, you will have the option to specify an alternative delivery address to your billing address - this could be a work address, or get it delivered to a friend or family member. As we are classified as an 'alcohol shipper', your parcel must be signed for - we cannot 'leave safe' on a doorstop or porch.

    Alternatively, at checkout choose "Click & Collect (Local UPS Access Point)" to collect from a local nearby shop or petrol station.  

    If you have already placed your order, and wish to change your delivery address, please call us on 017687 88850 (option 2) 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!

  • Incorrect or Damaged deliveries

    If you have received an incorrect item on your order, please email or call 017687 88850 (option 2) during office hours and we will rearrange for a replacement or return.

    Please send a photograph of any damaged delivery to info@lakesdistillery.com and we will review your complaint. Replacements will be reviewed on a case-by-case basis.

  • Multiple orders

    If you are sending multiple orders, we can give you a helping hand with delivery costs when sending multiple deliveries to different addresses (applies to 4 separate orders or more). Please enquire here.

  • How long does delivery take?

    IMPORTANT: Whilst we are doing our best to keep operations running as normal, Read our COVID-19 delivery update

    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 may take up to 5 working days. 

     

  • Have you received a 'sorry we missed you' card?

    Our couriers UPS will have attempted delivery when you weren't in. As we are classified as an 'alcohol shipper' you must sign for your parcel - we cannot 'leave safe' on a doorstep or porch.

    The card will give you the option to have your parcel redelivered or the details of where your parcel can be collected from. This will either be from a local UPS depot, or a UPS Access Point (one of 2,898 local shops or petrol stations in the UK). If you have received a dispatch email but no card within 48-72 hrs, call us on 017687 88850 (option 2) or email info@lakesdistillery.com and we will look into this for you.

    Track your parcel

  • 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 2) and we can check up on your order status.

  • What courier do you use?

    All UK and Ireland deliveries are made with our courier, UPS.

    Track your delivery on the UPS website.

    If you're not in, like most deliveries, you'll receive a card through your door with the details of where your parcel can be collected from. This will either be from a local UPS depot, or a UPS Access Point (usually a nearby local shop or petrol station). If you have received a dispatch email but no card within 48-72 hrs, call us on 017687 88850 (option 5) and we will look into this for you.

  • 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). 

  • Are children allowed?

    Supervised children over 6 years old 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. This includes babes in arms or those in pushchairs.

     

  • 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.

  • Can I take photographs on the tour?

    Unfortunately all photography (including both flash and non-flash) is strictly forbidden during the tours due to health & safety reasons - this is a working hazard area with hot pipes and flammable liquid.

  • 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 2 hours. 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.

    The tour team can book you & your party a return taxi on your behalf – 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. 

    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. 

  • Founders' Club discount

    Members of the Founders' Club are indeed entitled to 10% off. This discount is not automatic however and you will need to enter a code to claim the discount online, or show your membership card at the till at the Distllery shop. Please note, if you are using the code for a purchase online, you need to be logged into your Founders' Club online account for the code to work. 

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

    Founders’ Club members are eligible to use their membership discount against their purchase of a Quatrefoil Collection, either online or in the shop in full, or by direct debit. Please contact us on customercare@lakesdistillery.com for a direct debit form taking into account the Founders’ discount. 

    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.

  • Founders' Club Complimentary Tours

    Founders and a guests unlimited free tours for life can be booked online by entering your unique Founders ID number into the discount code section of the online basket.  This is found on your membership card. Your Founders' ID card needs to be presented upon arrival in the shop.  

    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.

  • Account suspension

    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 5) for questions regarding your payment plan.
  • Membership cancellations

    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 customercare@lakesdistillery.com. We will then confirm your cancellation by email. 

    Cancellation Form

  • When are you closed over Christmas?

    We are open 364 days a year - we are only shut on Christmas Day.

    Shop & Tour Winter opening hours:

    Thursday-Saturday 10:00 - 19:00 (last tour 6pm)
    Sunday-Wednesday 10:00 - 18:00 (last tour 5pm)

    Bistro Winter opening hours:

    Monday-Friday 10:00 18:00 

     

  • Can I book a Christmas party?

    In light of the current situation, and taking into account the latest government advice, we are constantly reviewing our health and safety protocols to ensure people can be relaxed, comfortable and reassured that they are as safe as possible when visiting The Lakes.

    Following government guidelines for our area, parties of less than 6 are welcome to book into the Bistro. Visit The Bistro at the Distillery for more information and to book a table online.

  • Can I collect my order from the distillery?

    Yes, choose simply choose the "Click and Collect (from Distillery)" option on the checkout page. Click & Collect is free. You will be able to collect within 24 hours of ordering and we'll hold your order for up 28 days. The Distillery Shop is open til 7pm Thursday-Saturday and 6pm Sunday-Wednesday. 

  • Do you do gift vouchers?

    Yes - we offer gift experience vouchers and monetary vouchers. Visit the Gifts Shop to buy online

    These vouchers can ONLY be used on site at the Lakes Distillery.  Vouchers cannot be exchanged for cash. It is important to note that lost or stolen vouchers cannot be replaced. 

    We also offer instant e-gift vouchers which can be emailed direct to the recipient; these can only be redeemed for online purchases.

  • When is the first bottle released?

    The first bottle of the Quatrefoil Collection is Faith which is available now. If you pay in full, Faith will be dispatched within 24-48hrs of receiving your order. If you elect to pay by direct debit, you will receive Faith within seven working days of the first payment being received (usually the 7th of the month). 

    From October 2019, the second bottle in the collection, Hope, will also be available, in which case you will receive bottles Faith & Hope at the same time. 

  • How will each of the releases differ?

    The Quatrefoil Collection is a collection of four expressions of Lakes Single Malt Whisky.  The first release of this collection is Faith in 2018 followed by Hope in 2019, Luck in 2020 and Love in 2021. Each of the whiskies will showcase our distinctive sherry-led multi-oak maturation process, demonstrating the wide flavour spectrum offered by the wood and seasoning combinations. You can find out more here.


     

     

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