Help & Contact

Please select the subject below and click for more information.
  • Delivery options

    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

    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 therefore recommend you deliver to an address where someone will be available to receive your goods; why not deliver to a work place, neighbour or family member?  You can easily add pass further instructions/requests to the courier once you have received the tracking information for your consignment/s.  Please see DPD (UK) - Help for more information. 

  • Delivery to an alternate address

    We do recommend you deliver to an address where an adult will be able to accept the package - this is necessary in order for you to receive the goods as we are an alcohol shipper. 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.  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) during office hours and we will do what we can to change it for you. You will also be given a range of options for your package via the DPD in-flight notifications.  Access to these will be communicated by email shortly after the package has been dispatched.  

  • 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.

    If your item has not arrived, please contact us within 14 days or the expected delivery date (given at time of checkout) so that we can assist. 

  • 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?

    Standard UK mainland shipments are dispatched on a next working day service.  Please see the 'estimated delivery date' section of the checkout process for more information.  Packages for the highlands and islands are dispatched on a 2 working day service.  Generally, orders are packed and handed to the courier on the following working day, aside from very busy periods. 

    You will be given a range of options for your package by email via DPD, shortly after we have shipped your package/s.  This includes the ability to request an alternative delivery date (within 5 days of the first estimated attempt).  Please see DPD (UK) - Help for more information. 

    If you would like for us to ship your order on a specific date, please call us on 017687 88850 (option 2) during office hours and we will take the order and further instruction from you over the phone.  

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

    Our courier DPD will have attempted delivery when you weren't in. 

    The card will give you more details and options relating to your package.   If you have received a dispatch email but no card within 48-72 hrs, or if you would like assistance in understanding what to do next, please call us on 017687 88850 (option 2) or email info@lakesdistillery.com and we will look into this for you.

    Track your parcel (DPD)

  • 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 DPD for all UK and Northern Ireland deliveries.  

    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?

    Young people between the ages of 12 and 17 are permitted on our Distillery Tour but must always be supervised. Children under the age of 12 (including babies and prams) are not permitted on any tour for health and safety reasons.

    If you would like to experience a distillery tour and have children under the age of 12, provided they are accompanied by an adult, they are very welcome in our Bistro and can see the Alpacaly Ever After herd who live on the distillery site. If you plan your visit around 2.30 pm, you can also book an Alpaca meet and greet experience where you can hand-feed the herd.

     
  • 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 363 days a year - we are only shut on Christmas Day and Boxing Day.

    Winter opening hours:

    Monday-Sunday 10:00-18:00

    Last tour 5pm

    Last orders for hot food in the Bistro 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 19th December. Last Saturday/Sunday delivery will be  17 and 18 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. 

    E-Vouchers are available for dispatch all year round for instant delivery straight into your loved ones' inbox. You can even schedule it to arrive on Christmas Day!

  • Christmas Parties

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

    Our Christmas menu will be available from Thursday 1 December. Visit The Bistro at the Distillery for more information and to book a table online.

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

  • Multiple Deliveries

    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.

  • 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. Alternatively, email info@lakesdistillery.com or call 017687 88850 for a bespoke 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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