Help & Contact

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

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

    • Our courier networks UPS and DPD are both still operating. In the most part, UK mainland deliveries are made next working day, or within 2 working days for highlands and islands.  However, owing to demand and the need to prioritise shipments of essentials and medical equipment, there may at times be a slight delay within the courier networks.  If you would like any assistance in understanding when to expect your package, please contact us and we help and speak with the courier if necessary.
    • Our online shop is still open & operating as normal; we have adapted our warehouse colleagues' working environment 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 usually require a signature for delivery. However in the current environment, signatures are being foregone at this time. We have been advised that UPS and DPD 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. 
    • Our complimentary Click & Collect service has now resumed, with orders available for collection from the distillery shop 24 hours after purchase.
  • 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 -  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 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. 

    - 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. We will hold your purchase for 28 days unless by prior agreement.

     

  • Signing for your delivery

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

    As we are classified as an 'alcohol shipper', your parcel must be received by an adult. 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). If you choose to advise that the courier 'leaves your package safe', please note that this is done at your own risk.  

    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? 

  • 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 received by an adult.  Any 'leave safe' instruction is made at your own risk.  

    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 shipments are dispatched on a next working day service.  Packages for the highlands and islands are dispatched on a 2 working day service.  Generally, orders are dispatched on the following working day.  

  • 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?

    We use UPS or DPD for all UK and Northern Ireland deliveries.  You will be notified as to which courier your package is dispatched with via email. 

    Track your delivery on the UPS website.
    Track your delivery on the DPD 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.  If you have received a dispatch email but no card within 48-72 hrs, or if you would like help with understanding what to do next, please call us on 017687 88850 (option 2) and we will look into this for you.

  • COVID-19 Updates

    We plan to re-open in line with the government's advice to the following schedule;

    12 April
    Shop opening
    Bistro outdoor dining
    Online click & collect service resumes

    17 May
    Tours recommence
    Bistro indoor dining (rule-of-6/ 2 households) 

    If you have a booking prior to these dates, we will be in touch to reschedule your visit. We are still accepting future bookings for the summer onwards, with free cancellation and ability to reschedule. All gift vouchers will be honoured. Contact us if you have any questions.

    Our online webshop remains open with contact-free home delivery. 

    Thank you for your ongoing support.

  • 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. 

  • Christmas Opening Hours

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

    Shop & Tour Winter opening hours:

    Monday-Sunday 10:00-18:00 (Last tour 5pm)

    Bistro Winter opening hours:

    Monday-Sunday 10:00-18:00 (Last orders 4.45pm)

     

  • Christmas Online Delivery Dates

    With the current climate and the postal service busier than ever, to avoid disappointment we recommend ordering as soon as possible; for standard UK delivery, before 12noon Monday 20th December.

    We will, of course, do our best to offer fast dispatch times right up until Christmas, but there may be delays that are out of our control, so we encourage you not to leave it until the last minute. 

  • Christmas Parties

    We are looking forward to welcoming Christmas bookings for all party sizes.

    The distillery light switch on will be Saturday 20th November at 5pm.

    Our Christmas menu will be available from Monday 29th November. Visit The Bistro at the Distillery for more information and to book a table online.

    If you'd like to book a private event, for 10 guests or more, please visit our Private Events page for more details and menu options, or call 017687 88850 (option 1) to discuss your ideas.

  • Gift Vouchers

    We offer gift experience vouchers and monetary vouchers which can be spent in the distillery shop, Bistro or against the value of tours. Visit the Gifts Shop to buy online. These vouchers can ONLY be used on site at the Lakes Distillery and are valid indefinitely.  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 directly to the recipient on the day of your choosing; these can only be redeemed for online purchases.

  • Corporate Gifting

    We are delighted to offer corporate gifting and supplier rewards, with options for multiple addresses, e-gifting, personalised gift notes or the ability to delay dispatch for specific dates. 

    Please visit our Corporate Gifting page for more information, or call 017687 88850 (option 2) for a quote.

  • 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.

    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

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