Terms and Conditions
Last updated: September 2026
These Terms & Conditions apply to all orders placed with Arrival by The Keep (“we”, “us”, “our”) for the supply of celebration packages, food and drink hampers, gifts, flowers and related services (“Arrival by The Keep”).
By placing an order, you (“you”, “your”, “the customer”) agree to these Terms & Conditions.
1. Ordering
1.1 Arrival by The Keep orders may be placed through our website, by email or by any other ordering method we make available.
1.2 An order is not confirmed until we have confirmed its acceptance and, where applicable, received payment.
1.3 Orders are subject to availability. We reserve the right to decline an order where we are unable to source the requested products or fulfil the order within the required timeframe.
1.4 Standard orders require a minimum of 72 hours' notice before the requested delivery or arrival date. We may accept orders with less notice at our discretion and subject to availability.
1.5 Bespoke orders, including engagement or proposal arrangements, may require additional notice and will be confirmed individually.
2. Prices and payment
2.1 All prices are stated in pounds sterling (£) and include VAT where applicable.
2.2 Payment must be made in full at the time of ordering unless otherwise agreed in writing.
2.3 Prices may change from time to time. The price applicable to your order will be the price confirmed to you at the time your order is accepted.
2.4 Any additional services or bespoke requirements requested after an order has been confirmed may incur additional charges. We will confirm any additional charges with you before proceeding.
3. Product availability and substitutions
3.1 Many of our products are sourced from local and regional producers and may vary according to season and availability.
3.2 Product descriptions are intended to give an indication of the contents and character of each package. Unless a specific product has been expressly agreed as essential to your order, individual items may be substituted where necessary.
3.3 Where a substitution is required, we will aim to provide an alternative of comparable quality and value.
3.4 We may make reasonable changes to the appearance, presentation or individual contents of a package where this is necessary to maintain quality or availability.
3.5 Flowers are seasonal and individual varieties, colours and arrangements may vary. We cannot guarantee a particular flower or variety unless specifically agreed in advance.
4. Arrival by The Keep delivery and preparation
4.1 Packages are prepared and arranged at the relevant property before the guest's arrival, unless otherwise agreed.
4.2 Orders are normally delivered and arranged during reasonable daytime hours. We do not guarantee a specific delivery or preparation time unless this has been expressly agreed.
4.3 Access to the property must be available at the agreed time. Where access arrangements are made through the accommodation provider, the customer is responsible for ensuring that the accommodation provider has authorised our access.
4.4 We are not responsible for delays or inability to complete an order where access to the property is unavailable or where circumstances outside our reasonable control prevent delivery or preparation.
4.5 Once an order has been placed at the property, responsibility for the safe keeping of the items passes to the customer or the accommodation provider, as appropriate, subject to any rights the customer has under applicable law.
5. Bespoke arrangements and engagement services
5.1 Bespoke arrangements are quoted individually according to the customer's requirements.
5.2 A bespoke quotation will set out the agreed services, price and any specific arrangements applicable to the order.
5.3 Bespoke arrangements may involve additional preparation, delivery or out-of-hours charges.
5.4 We do not guarantee that we will be available to attend a property at a particular time unless this has been expressly agreed and confirmed in writing.
5.5 Where an engagement or proposal arrangement involves access to the property after the guests have checked in, this will be treated as a bespoke service and may incur an additional charge.
5.6 By booking a bespoke engagement arrangement involving access to the property during your stay, you confirm that you have authorised Arrival by The Keep to enter the property for the agreed purpose.
6. Food, allergies and dietary requirements
6.1 Customers must notify us of any relevant dietary requirements or allergies at the time of ordering.
6.2 We will take reasonable care when selecting products in accordance with information provided to us. However, unless expressly agreed otherwise, we cannot guarantee that any package is completely free from allergens or traces of allergens.
6.3 Product packaging and ingredient information should be checked by the customer before consumption where appropriate.
6.4 We reserve the right to substitute products where necessary to accommodate a dietary requirement, subject to availability.
7. Alcohol
7.1 Certain packages may contain alcoholic products.
7.2 Alcohol may only be supplied in accordance with applicable licensing laws and age restrictions.
7.3 Packages containing alcohol may only be purchased by customers aged 18 or over. We operate an age-verification policy and reserve the right to request valid photographic proof of age at the time of purchase and/or delivery. Alcohol will not be supplied where the required age verification cannot be satisfactorily completed.
7.5 If alcohol cannot legally be supplied, we may provide a suitable non-alcoholic alternative where available.
8. Cancellation and amendments
8.1 Customers should contact us as soon as possible if they wish to cancel or amend an order.
8.2 Cancellation rights may depend upon the nature of the goods or services ordered. Certain goods, including perishable goods and bespoke or personalised goods, may be excluded from statutory cancellation rights.
8.3 Where cancellation is permitted, any refund will be handled in accordance with the customer's statutory rights and these Terms & Conditions.
8.4 Where we have already incurred reasonable, non-recoverable costs specifically in preparing a cancelled order, we may retain an amount reasonably necessary to cover those costs where permitted by law.
8.5 Orders for flowers, fresh food, or other items that are purchased or prepared specifically for the customer may not be cancellable once preparation or sourcing has commenced, where applicable law permits.
8.6 Where an order is amended, additional costs may apply. We will confirm any additional cost before proceeding.
9. Our responsibility
9.1 We will provide all service with reasonable care and skill.
9.2 We will make reasonable efforts to ensure that products supplied correspond with their description and are of satisfactory quality.
9.3 Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory consumer rights.
9.4 Subject to the above, we will not be responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
10. Complaints and issues with an order
10.1 If there is a problem with an order, please contact us as soon as reasonably possible, providing details of the issue and, where appropriate, photographs.
10.2 We will investigate the issue and, where appropriate, offer a reasonable remedy in accordance with your statutory rights.
10.3 Nothing in this section affects your legal rights as a consumer.
11. Circumstances outside our control
11.1 We will not be liable for failure or delay in fulfilling an order where this results from circumstances outside our reasonable control, including severe weather, road closures, supplier failures, shortages, property access issues, accidents, illness or other unforeseen events.
11.2 Where reasonably possible, we will contact the customer or accommodation provider and seek an appropriate alternative arrangement.
12. Use of the property
12.1 Arrival by The Keep is provided subject to the rules and requirements of the relevant accommodation property.
12.2 We may refuse to provide decorations, candles, food, flowers or other items where we reasonably believe that they may conflict with the property's rules, safety requirements or restrictions.
12.3 Customers are responsible for complying with the accommodation provider's own terms and conditions.
13. Photography and marketing
13.1 We will not use photographs of a customer's private celebration, proposal or accommodation stay for marketing purposes without appropriate permission.
13.2 Where we wish to photograph an arrangement for use on our website or social media, we will seek permission from the relevant customer and/or property owner where required.
14. Privacy
14.1 Personal information supplied when placing an order will be used to process and fulfil the order and for related customer service purposes.
14.2 We will handle personal information in accordance with applicable data protection legislation and our Privacy Policy.
15. Changes to these Terms
15.1 We may update these Terms & Conditions from time to time.
15.2 The Terms & Conditions applying to an order will be those in force at the time the order is accepted, unless a change is required by law.
16. Governing law
16.1 These Terms & Conditions are governed by the laws of England and Wales.
16.2 Any dispute arising in connection with these Terms & Conditions will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights that apply.
17. Contact
For questions regarding an order or these Terms & Conditions, please contact:
Arrival by The Keep
Email: phoebe@thekeeppm.co.uk
Website: thekeeppm.co.uk
Business address: Orchard House, Staunton on Wye, Herefordshire HR4 7LR