NetFlorist refuses to pay refund

On 12 February 2019 I purchased a personalized box of chocolates to be delivered to the recipient on 14 February 2019 as a valentines day gift. On the website I selected 14 February as a delivery date and yet when I received the confirmation email from Netflorist it stated that my gift would be delivered on 19 February 2019. I immediately phoned them and requested that I be refunded if the item could not be delivered on Valentines day... The agent I spoke to said that he would flag it for delivery on 14 February 2019. I email Netflorist on 13 February to see if delivery for the 14th was on track and I was told it was not possible... I then requested that my order be cancelled. I was told that I would lose 50% of what I had paid as the item was already personalized. I don't understand how this happened as I PHONED ON THE SAME DAY I PLACED THE ORDER (I PHONED A FEW MINUTES AFTER I GOT AN EMAIL CONFIRMING THAT DELIVERY WAS BOOKED FOR 19 FEBRUARY) AND ASKED FOR A CANCELLATION IF DELIVERY ON THE 14th OF FEBRUARY WAS NOT POSSIBLE! I was not refunded despite my request and the gift was delivered on 18 February 2019.