Hi NAME, this is Charlotte from Vela Flowers.
It’s come to our attention that our courier DPD, encountered some issues over the weekend, and were unable to deliver your flowers on Saturday as promised.
They’ll arrive today, but won’t be in the best shape, and so we’d like to offer you a refund or redelivery of a new bouquet.
Sincere apologies for this, we got your flowers out on time, but of course we must take responsibility for our courier partner’s actions also.
Looking forward to hearing from you so we can try to make this right.