I made an order for next day delivery- flowers for my mother on a special occasion- which did not arrive (!). I rang around 5:30pm, and was told that my options were to cancel and get a refund, or to for the operator to ring the local florist to ask where the order was. I opted for the former option, and do not plan to attempt a second order. The operator I spoke with was efficient and friendly, and at least I got a full refund.