Membership FAQ
Membership FAQ
Membership FAQ
Forms - Membership FAQs

 

 

Quatrefoil & Founders' Delivery FAQs

Whether you are a Founders' Club member, or you have The Quatrefoil Collection, every year where bottles are due to you, you will be prompted to decide whether to collect your edition, or have it dipsatched to the address on your account. Please see below for frequently asked questions.

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What address is my bottle going to?

To see the address on your record, please log in to your online account using the email associated with your Founders' membership or Quatrefoil account. Once you log in, you should see your Founders Account and/or Quatrefoil Account number displayed just below your name. If you can’t see this, of if you don't know what email address to log in with, please contact us at customercare@lakesdistillery.com.

Navigate to ‘Address Book’.  If you have more than one address on record, please name your selected address with "Founders/Quatrefoil Delivery" in the "Address Description" field so we know which address you would like it to be sent.

If you have any issues with setting your address, please contact us customercare@lakesdistillery.com.

Check your address

Can I collect my bottle?

Of course. You can collect your bottle at the distillery by registering using the link below before the 30 September. Any bottles that are collected on site will be signed by our whiskymaker, Dhavall Gandhi or our Founder, Paul Currie.

In order to maintain social distancing, your bottle will be available for pre-arranged collection times between Thursday 29 - Saturday 31 October. If you'd like to collect your bottle after 31 October, please email customercare@lakesdistillery.com with your requested date and membership details. 

Register to collect your bottle

How do I know my bottle(s) have been sent?

You will receive an email directly from our courier UPS when your bottle is dispatched, so keep an eye out in your email inbox. Please do check your spam and junk files too.

When can I expect delivery?

If you’ve chosen to have your bottle delivered, it will be dispatched in batches from early October by our carrier, UPS. We respectfully request some patience during this time, as the logistics of organising the delivery of 3,000 very valuable bottles cannot be underestimated.

What if I'm going on holiday?

Then we hope you have a fantastic time. We simply request that you kindly let us know that you would like to delay the dispatch of your bottle and when it will be safe to send it to you. Please contact us at customercare@lakesdistillery.com or call 017687 88850 (option 5) and we’ll do our best to send it after your holiday.

Email to request delivery delay

Who is the courier?

All UK and Ireland deliveries are made with our courier, UPS. International deliveries will be made separately and one of our team will be in touch with you to organise postage with you directly.

How do I track my parcel?

When your bottle is dispatched, you will receive an email with a tracking number from UPS. Track your parcel using this website address: https://www.ups.com/track#/.  

track my parcel

What if I'm not in when it's delivered?

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 72 hrs, call us on 017687 88850 (option 5) and we will look into this for you.

I haven't received my bottle or a 'missed delivery' card yet?

If you haven't received your bottle by November, then please contact us at customercare@lakesdistillery.com or call 017687 88850 (option 5) and we will give you an update.

Email customercare@lakesdistillery.com

What if my item is damaged?

We make every attempt to ensure your parcel arrives in excellent condition.

We can arrange a replacement box if needed. If your bottle is damaged, we will do our best to replace or fix the bottle. To request this, please email images of the damaged box or bottle to customercare@lakesdistillery.com or call 017687 88850 (option 5).

If you have any other questions or queries about your Founder’s Year 5, or quatrefoil 'luck' release, then, please contact one of our team at customercare@lakesdistillery.com or call 017687 88850 (option 5)

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