Flowers Not Delivered

Flowers orderd for delivery did not arrive as ordered and paid for. Customer service team said: 'If the recipient is not home, they will be notified with a card in their mailbox. If possible, the package will be left with a neighbor or taken to the nearest post office for collection. The recipient can pick up the package there during opening hours within 5 business days.' This is for a delivery service which I paid extra for, so not acceptable, and the floweres were order 3 days in advance. Further enquires were not answered. Not sure how I will apply for a refund seeing as they do not answer.