Help Centre
Help Centre
Website
We've improved our website with a new look and more features to make it ever easier for you to shop for your favourite non-alcoholic cocktails.
Upgrades you can't miss:
★ Next Day Delivery for when you need to stock the bar on short notice
★ Shop By Occasion to help you find the perfect tipple for your next event
★ New Loyalty Program. If you have an existing account with us, your existing points have transferred over.
★ Invite A Friend & Get £10 Credit
If you have any questions, please feel free to contact our Customer Care team here.
Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.
If this does not reolve the issue, you can message us via the 'Still need help?' section (below).
Please refer to our Terms and Conditions page.
If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.
Please refer to our Privacy Policy page.
You have the right to ask about what personal data we hold about you.
To make this request you can message us via the 'Still need help?' section (below)
Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
1-2 The Stables
Gadbrook Park
Northwich
CW9 7RA
My Account
You’ll need to register before you can place an order with Lyre's.
As long as you have a valid email address, then you can head over to our sign up page to get in on all the action.
We do not want you to lose out on our exclusive offers, so you can choose to receive our notifications when registering.
If you are already registered and wish to receive these emails, you can login to your account and change the 'Email preferences' option.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with Lyre's is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we’ll send you instructions on how to get this reset.
If you no longer want to receive our exclusive offers and promotions then you can log-in to your account and select the ‘Email Preferences’ option to make this change.
Orders & Payment
We accept the following forms of payment for online orders:
We're sorry, only one credit card can be used per transaction.
You can, however, use store credit or a gift card in association with another payment method.
Yes!
You can purchase from our stores using any credit card or eligible payment method. Be sure to check that the store you're ordering from ships to your desired location. Your shipping address will need to match the territories serviced by our store. For example, if you would like to ship our products to California you should purchase from our United States store, or if you would like to ship our products to Italy you should purchase from our European Store.
Our team are here to help if you have any questions or any trouble ordering.
Once you have completed the checkout process you will be directed to an order confirmation page which will display your order number and details of your purchase. You will also be sent an order confirmation email to the email address you provided on your order.
Once your order has shipped, your tracking details will be emailed to you.
If you didn't receive the email, please check spam or junk folders.
If you still can't find your email, please Contact Us and we can help.
We can cancel your order provided that it has not moved from a pending status to a packed or shipped status with our fulfilment centre. The timeline for this does vary, so if you need to cancel an order, please Contact Us as soon as possible and we'll do everything we can to help.
Please note, in line with our terms and conditions, once an order has been placed we cannot guarantee cancellation.
Once your order has been placed, it is not possible to add or remove items.
Please Contact Us and detail the changes you would like made to your order. If your order is still in pending status we will do our best to help. This will usually involve us cancelling your order, and helping you to place a new order. However, if your order has progressed to packing or if it has shipped we can no longer make changes.
Please note, in line with our terms and conditions, once an order has been placed we cannot guarantee changes will be accepted.
Yes, subscription options are available for you to set up automatically recurring orders on selected products. You even save 10% when you sign up.
Select the schedule that works best for you when adding the item to your cart: 1 month, 3 months, or 6 months. Your method of payment will be automatically charged at each interval and your order will be sent to you.
Generally speaking, most payments will clear instantly and you will be notified that your order is processing. In some cases, with some payment methods, it may take a few days to clear. If this is the case, your order status will be 'Awaiting Payment'. Once payment has cleared, you will receive a notification that your order has updated to 'Awaiting Fulfilment', your order will then be processed.
Contact Us if you have any questions or if there's anything else we can help with.
Oh dear! That's not at all what we want!
We do see this occasionally where the banking institution will place an authorisation hold on an unsuccessful payment. This can makes it appear that a secondary charge has taken place. This will generally resolve itself in a few days. Please check with your bank if there are any pending transactions showing for longer than a week.
Please do Let Us Know if this is not the case and we'll be sure to investigate this for you.
If there was a technological issue, and multiple payments were captured, we will absolutely refund you back to your method of payment.
Sorry to hear you're having trouble.
First, please just check your spam, junk or trashed emails for an email from Lyre's, just in case a filter has taken our email out of your inbox. It may be worth adding us to your 'safe senders' list to make sure further emails get to you the way they were intended.
Second, if you have a Lyre's account, you can check your order history on our website. Simply sign into your account, and navigate to Orders to see your order history and status.
If you still can't locate an email or your order, Contact Us with your name, the email address you used for the purchase, the delivery address on the order, and the payment method used including a screenshot of the charge from your statement. With those details we should be able to track down your order number and order details.
To meet your free shipping threshold of £45+ please note that:
- the discount threshold must be met after a promotion or discount has been applied
- any shipping and handling charges are not eligible to contribute towards the required minimum spend
- and the minimum spend must be accrued in one transaction
With that in mind, if you have been charged incorrectly, our sincerest apologies! Please Contact Us with your order number and we will investigate that for you. If you have been charged incorrectly we will of course refund any difference in cost to your method of payment.
Of course, we are always happy to help!
Please Contact Us to let us know what troubles you're having. Please share screenshots of error messaging you are seeing, where the errors are appearing, and what you are trying to purchase. You can share a video of the problem, too if you wish. This will allow our team figure out going on, and help you on your way to sensational non-alcoholic creations.
Oh, dear! That's not at all what we want. We're sorry for any inconvenience here.
Our dedicated team are on hand to help, just Contact Us and we'll look into this straight away.
If the issue occured on our end, will absolutely make sure this is made right for you.
Oh dear, how annoying. Sorry to hear you're having trouble.
Firstly, please check the items in your cart are eligible for the promotion you're trying to use. Many of our discount codes are available on individual 700mL bottles. Bundles, cases, and gift sets are already at a promotional price so are not eligible for further discounts.
If you have checked our Terms & Conditions for your discount, and your order is eligable please do Let Us Know along with any screenshots or error messages you're receiving and our team will look into this for you.
Our apologies that you are having trouble with your payment. It would be great if you could let us know what issues you're having so we can have our team to investigate. Please Contact Us and include a description of the issue and screenshots of any error messages you're receiving. We'll look into it and help you on your way with your order.
If you need a quicker solution, you can try using an alternate payment method, such as PayPal - you don't need a PayPal account and there are no extra fees or charges.
If you still need assistance, our friendly team are on hand to help.
Shipping & Delivery
We offer free delivery UK-wide on orders over £45, and next day delivery is now available! Read more about our delivery options and services times here.
• Standard Delivery - £4.95
• Free Standard Delivery for orders £45-£100
• Bulk order Standard Delivery for orders over £100 - £7.95
• Next Day Delivery for orders under £100 - £8.95
• Bulk order Next Day Delivery for orders over £100 - £12.95
We endeavour to ship your order as soon as possible.
Please allow 3-10 business days to receive your order. Your order may take up to 4 days to be dispatched. We cannot guarantee or provide a day of the week or time of day for delivery.
If your order contains multiple items, your delivery may be shipped in separate packages and arrive at different times.
Free standard shipping on orders over £45.
For orders less than £45, we have a flat rate shipping fee of £4.95 UK wide.
Once your order has shipped we will email you with a link to track your delivery.
You can also find tracking information in your account under My orders
If you are having trouble finding your tracking link, or there is a problem with your tracking link please Contact Us.
We can update the address on your order provided that it has not moved from a pending status to a packed or shipped status with our fulfilment centre. The timeline for this does vary, so if you need to change your address on an order, please Contact Us ASAP and we'll do everything we can to help.
Please note, in line with our terms and conditions, once an orders has been placed we cannot guarantee changes will be accepted.
For safety reasons, I'm afraid not.
Our team are hard at work on more collection and delivery options for you. Make sure you have signed up to our mailing list so we can let you know when we have new options available.
We're sorry no, unfortunately we cannot ship to PO Boxes.
Please provide an alternate address at checkout in order for us to deliver your order.
Unfortunately once a package reaches a collection point, we are unable to redirect it. If possible, you can have someone collect on your behalf.
If the package cannot be collected it will be returned to us, at which point we can issue a refund to your method of payment or attempt to send it to you again. Please Contact Us if you cannot collect a package and once it has returned to us we can make the arrangements for you.
Sorry to hear your order hasn't arrived yet, we hate to think of you parched!
Sometimes our carriers can experience some delays, your tracking details may have more information on when it's expected to arrive. You can find your tracking details in your Lyre's account under Orders, or in the email you were sent when your order shipped.
If you're still waiting for your delivery 7 days after the expected delivery date please Contact Us and our dedicated team will investigate and get this straightened out for you.
Sorry to hear your order hasn't arrived yet, we hate to think of you parched!
Sometimes, if a package is unable to be delivered, it may have been left at a nearby collection point. Please check your order's tracking information to see if there are collection details. You can find your tracking link in your Lyre's account under Orders, or in the email you were sent when your order shipped.
If your tracking information states that the package was delivered to your address but you have not received it please Contact Us and our talented team will investigate. We will let you know the next steps to receive your order.
We're so sorry to hear there's trouble with your order!
Please let us know any trouble you're having, our team are here to help!
All of Lyre’s glass bottles and aluminium cans are fully recyclable, as is our cardboard packaging.
Returns & Refund
We're awfully sorry for the trouble.
Please Contact Us to let us know which items were damaged, include an image of the damaged items, and advise if you would prefer a refund or a replacement. Our team sort this out for you in a jiffy.
Goodness me, that's not right! I'm afraid accidents can happen sometimes.
Please Contact Us to let us know which products you received, include images of the products you received and the packing slip or stickers on the packaging, and if you would prefer a refund or a replacement. Our team will jump into action to make this right for you.
We're sorry to hear that.
If you have ordered multiple items, your items may be delivered in separate shipments at different times. Check your order to see if it was 'Partially Shipped' or if your order has multiple tracking numbers. This information is available in your Lyre's account, or would have been emailed to you when your order shipped.
If an item is still missing, please Contact Us and our team will do our best to locate it, or make this right for you.
We are truly sorry to hear that you have not enjoyed your experience with Lyre's so far. We absolutely want you to find something you love from our range! Here are some top tips for getting the best out of your Lyre's products:
Lyre’s comes alive when used in cocktails or with mixers, according to the recipes developed by our talented mixologists. Our recipes use different ratios to those based on their boozy brothers to provide the perfect balance. We suggest using large ice cubes and refrigerating your bottles, then only briefly shaking or stirring your drinks, as quickly melting ice can dilute the flavours.
We have created a Mixology Hub to help you through the true Lyre's experience and you can learn at your own pace. You can also try asking Alexa for recipe ideas, or join us at our Impossible Bar to see Lyre's come to life.
If you would like more inspiration, we're always close at hand. Contact Us and our team can help you find your prefered concoctions.
Unfortunately, we cannot accept returns of products once they have been opened.
We want you to love Lyre’s Non-Alcoholic Spirits as much as we do. If you're not happy with your order we will always try to help if we can.
If you purchased your Lyre's somewhere other than Lyre's store, please check with your retailer how they can help.
If you purchased from Lyre's store and should require a return, refund or exchange please Contact Us within 14 days of delivery, subject to the below and our Terms & Conditions:
- If you haven't opened the product and if it is in resalable condition we can organise a return for an exchange or refund.
- Products must be returned to us via a tracked shipping service at the customer’s expense. We cannot provide return paid shipping, shipment or collection options.
- If you'd like to commence a return please Contact Us.
- In line with our Terms & Conditions, if you have opened and consumed a portion of the product, we're afraid no refund or exchange can be given.
- Gift vouchers or promotional items also cannot be exchanged or refunded.
We will let you know when your refund has been processed. Funds should return to your method of payment within 7 days, depending on your financial institution.
If our team have organised an exchange or replacement for you, you will receive order status updates and tracking details to your email and in your Lyre's account, similar to your original order. Most replacements or exchanges should be delivered within 10 days of confirmation.
If you have any questions or troubles, Contact Us and one of our spirited humans will get back to you quickly.
If you have been issued a refund please allow 3-5 business days for the funds to appear in your account. Depending on your financial institution, it can take this long for it to process and clear into your account. It is also worthwhile when looking at your statement to check back from the date of purchase, some financial institutions will show the refund on the same day as the purchase, even if these actions were processed on different days.
If your refund hasn't appeared within 7 days, or you have any other questions or issues please Contact Us. Our amazing team are on hand to help.
We're terribly sorry to hear there's a bother with your order.
Please Contact us with your troubles and include as much information as you can about what's transpired. Our team are here to help you!
Frequent Sippers Club
If you are a regular customer you can access great discounts by joining us and being part of our community.
Signing up is easy, simply click here to get started.
The rewards page is your guide to all your points and perks. Once you're signed in to your account you can access all your info by visiting our rewards page, using the 'Your Rewards' option in the account menu.
You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!
Absolutely not! Sign up is 100% free, and there are plenty of ways to earn points without making a purchase.
- How do I redeem my points?
Log into Your Account and head to the View My Points & Rewards section. You’ll be able to see the points available to redeem, plus a number of credit options ranging from £10 - £50.
Redemption levels: 100 points are worth £10 – 200 points are worth £20 – 500 points are worth £50.
Select an amount you wish to redeem. The credit you’ve chosen is then automatically added to your account. Shop away and make sure to apply the credit at basket!
Your points expire after 12 months. And once your points are converted into credits, you can use your credit for up to 90 days, after which it will expire automatically.
- Is there a limit to how many points I can earn?
Nope! That’s the best part about being part of the Frequent Sippers Club! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online and through seasonal sales.
- What is the minimum of number of points I need before I can start spending?
The minimum amount you can redeem is 100 Points (worth £10).
- Discount will be applied once per transaction.
- Please note total spend does include tax and will not include any shipping charges as a total spend.
- Purchasing 2 700ml Bottles - this only activates across single bottle purchases, bundles are excluded.
You must have a minimum balance of at least 100+ points each time you would like to make a redemption, and points must be redeemed in increments of 100 points.
Absolutely! Just add your birthday under your Lyre's Profile, and you will receive special discount code via email to get your points, which will be valid for 30 days from the date of your birthday.
*Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.
Please allow a couple of days after an action for your points to appear on your account. If they have not appeared after a few days, please Contact Us and our dedicated team will investigate.
We are sorry to hear you're having trouble with your points.
Firstly, you must be logged in when making purchases to earn points. Have a quick check that you were signed into your rewards account when making your purchase and didn’t accidentally check out as a guest. If you have done this in error, Contact Us and we will see if we can help to add points to your account.
Please note, you won’t receive points if you return your purchase or if your purchase is canceled for any reason.
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be...in your account! The first thing to note is that there may be a delay in our systems communicating and points could take anywhere from minutes to a day or two to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back in to your account.
- Check your ‘Rewards history’ on the rewards page in your account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you're still having trouble, reach out to a friendly team who can further look into this for you and correct anything that may have gone awry.
We are sorry to hear that. There are a couple of scenarios that could have triggered the error message:
The first possible scenario is that there was a mistype in one of the email addresses that you entered, or you may have forgotten to put commas between multiple emails to separate them. To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.
If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Social Media or DMs to receive credit.
Please don't hesitate to Contact Us if you need any help.
Thank you so much for sharing us with your friends! We really appreciate it.
Referred friends must be a first time customer in order for both of you to receive the referral rewards. The referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link via email.
Points will be added to your account as soon as your friend completes their first purchase on our website. You'll receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account.
Oh no, we're sorry to hear you're having trouble!
Firstly, double check you're logged into your account, have an adequate points balance, and meet the minimum spend requirements to use your points.
If you've checked all these boxes and are still having trouble please let us know so we can help.
Our friendly Customer Care team are on hand to help with whatever you need. Just Contact Us and we'll get back to you.
