Been trying so hard to reach out to clarify on how to order due to options available that there is no way to express the intent on the site but constantly met with blue tick. Is it as if they cannot be bothered with the online shop.

Placed an order on 25 Nov 2021 for a product and it said on the website it would be available within 2-5 working days after payment was made. Made payment immediately and waited to receive my items, or even an email to tell me my items were not available. It's been over a week and no communication or refund made.