How can we help?

Please take a look at the Frequently Asked Questions below. If you have any urgent queries in the meantime please contact us on +44 017687 88850, Monday to Friday 9AM - 5PM UK time.

Visiting the distillery How to find us Online orders Gift cards Christmas Klarna

Visiting the distillery

Booking & arrival
  • We highly recommend booking tours and tables at minimum 24hrs in advance.
  • Walk-in visits are welcome, subject to availability.
  • Please arrive 10-15 minutes before your tour with your order confirmation to allow us time to check your party in.
Changing your tour booking

Your tour booking can be transferred to a different date or time at no extra cost, please call 017687 88850 or email info@lakesdistillery.com with your booking reference.

We kindly ask for 24hours notice to make any changes. If you are running late for a tour, please let us know and we will see what we can do to accommodate you.

If you would like to cancel your booking, contact us for a refund.

Bringing children to the site

Young people between the ages of 10 and 17 are permitted on our Distillery Tour but must always be supervised. Children under the age of 10 (including babies and prams) are not permitted on any tour for health and safety reasons.

All of our Enhanced Tours are limited to adults (18+) only.

If you are lucky enough to look under 25, please note we operate a Challenge 25 policy.

Dogs at the distillery

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

Photography

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

Opening hours & prices

Please refer to our Tours page for latest pricing and opening hours.

Mobility & access

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 also welcome.

Read our access statement

Group bookings

Yes we accept group bookings and private tour enquiries. 

Stag and hen parties are welcome, however please enquire before booking by sending an email to events@lakesdistillery.com.

If you would like anything special for a private event or corporate bookings, you can find out more about our private hire options here. 

Parking

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

If you are the designated driver, we recommend having none for the road. Our location is beautiful but also rural with winding roads, and we want you to be responsible and stay safe. If you would like to take a sample of our spirits home with you after your tour, we offer 'Driver's Drams'. Please ask your tour guide who will be happy to help so you can enjoy our spirits safely.

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.

If you need a taxi, we can make a recommendation for a local taxi organisation. Call 017687 88850 for more information.

Founders' Club Tours

If you would like to redeem your complimentary Founders' Club tours, the procedure is almost identical to booking a normal tour.

During checkout, there is a text box to use a 'discount code’. Please enter your code from your membership card and your free tours will be redeemed.

Alternatively call us on 017687 88850 to book over the phone.

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.

How to find us

From the A66: Turn off A66 at the north end of Bassenthwaite Lake onto B5291. At Ouse Bridge junction bear left (don't go over the bridge). Distillery is on the right after a few hundred metres.

From the A591: use the turning directly next to the Castle Inn onto the B5291. Carry on past Armathwaite Hall. Bear right after crossing the Ouse Bridge and the Distillery is on the right after a few hundred metres. 

Google Maps: Type in 'Lakes Distillery, Setmurthy' and it will take you straight to the door. 

Online orders

Delivery options

UK Standard Delivery £5

With complimentary UK delivery for orders over £50.

Orders are dispatched on a next working day service, although Highlands & Islands or Offshore UK addresses may take 2-3 days longer.

Click & Collect from the distillery £0.00

Pick up direct from the distillery shop at your convenience 24hrs after ordering.

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

Click & Collect

We offer a complimentary click and collect service from the distillery shop, open 7-days per week, 10am-6pm (please check for seasonal opening hours).

We will hold your order for up to 28 days unless you instruct us otherwise. If you do not collect your order within this timeframe, your item(s) will be returned back into stock. Please bring your order confirmation with you upon collection.

Signing for 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). You will receive a notification by text or email from the courier with your expected delivery date and time.

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 also easily add further instructions to the courier once you have received the tracking information for your consignment.  Please see DPD (UK) - Help for more information. 

If you choose to advise that the courier 'leaves your package safe', please note that this is done at your own risk.  

Changing your delivery

If you have already placed your order, and wish to change your delivery address, please call us on 017687 88850 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 by email or text.  Access to these will be communicated by email shortly after the package has been dispatched.  

Gift messages

We offer customers the option to add a complimentary, personalised gift note to online orders. Use the "Gift Option" link against the product in the basket to add a gift message.

Remember to click 'Save' to add the note to your order.

Incorrect or damaged items

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

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

Item(s) not received

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

International deliveries

We are unable to offer international delivery outside of the UK at this moment. However you can find our products stocked on;

Master of Malt

House of Malt

If you require further assistance please contact us for other independent stockists on 017687 88850 or email info@lakesdistillery.com.

Multiple orders & corporate gifting

If you would like to order five or more separate orders on different deliveries, please contact us for a bespoke delivery quote.

We also offer a Corporate Gifting service, please contact us for more information.

Gift cards

Expiring paper gift vouchers

We have recently moved gift voucher systems.

Paper gift vouchers which look like this, or like this, cannot be redeemed online. To redeem one of these paper vouchers, you can:

1. Call 017687 88850 to use it against a tour experience.

2. Use it in-store at the distillery shop.

3. If you would like to exchange it for one of the new digital gift cards for use online, please email info@lakesdistillery.com and we will give you instructions for the next step.

Redeeming your gift card

When making a purchase online, you can redeem the value of a gift card by entering its 16-digit unique code in the appropriate field at checkout. Gift card codes aren't case sensitive.

If you would like to use your gift card in-store, simply present your gift card at the till at the distillery and you'll be given the option to redeem all or part of the balance on your card.

Where can I redeem my gift card?

Gift cards can be redeemed across The Lakes Distillery - in-store at our distillery boutique, online at www.lakesdistillery.com and against tours and experiences.

They can be used as part or full payment. Any balance will remain on the card for a future purchase.

Unfortunately they cannot be applied to food & drink purchases in the Bistro.

How long are they valid for?

Gift cards are valid for 2 years from the point of issue.

Can I swap a gift card for cash?

No, you cannot swap a gift card for cash.

Lost, stolen or damaged gift cards

The Lakes will not accept liability for lost, stolen or damaged Gift Cards. They cannot be replaced.

You should treat gift cards as cash.

Checking your gift card balance

To check your balance, call us on 017687 88850 or email us at info@lakesdistillery.com with the 16-digit card number on the back of your card, and we'll be able to check the system to let you know how much balance is still available.

Christmas

Christmas opening hours

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

We'd love you to join us for a late night shopping & dining event on 24 and 25 November where we are staying open til 8.30pm.

For the rest of the winter season our opening hours will be:

  • Monday-Sunday 10:00-17:00
  • Last tour 5pm
  • Last orders for hot food in the Bistro 4pm

Last 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 Tuesday 19th December.

We will, of course, do our best to dispatch 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.

Our Christmas menu will be available from Friday 24 November. Visit the Bistro 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). 

https://lakesdistillery.com/pages/multiple-deliveries

Please enquire by contacting us info@lakesdistillery.com or 017687 88850.

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.

Gift vouchers

We offer gift experience vouchers and monetary vouchers which can be redeemed online or instore against spirit purchases or the value of tours.

Visit the Gifts Shop to buy online.

These vouchers can be spent online for ecommerce deliveries, online for tour bookings, or instore at the distillery for tours or spirit purchases. They are valid for 3 years. 

Vouchers cannot be exchanged for cash. It is important to note that lost or stolen vouchers cannot be replaced.