Delivery cant be found

I'm very disappointed at the service I'm receiving both from the call Centre and instore. I ordered clothes online and they were delivered on the 22nd November at Bloed street mall, today I went instore to collect my clothes but I'm being told the clothes have been returned back without any communication that I took too long to collect clothes of which is only a week. Called the customer care and I'm being told the clothes are still in store and should not be returned back if they have not been there for 21 days. I'm caught in between because there's no one to assist. The store says the order is not there and customer care said the clothes are there and cant be returned back now. Their cut off delivery time is on the 15, can someone assist me please