I ordered online on the 1st of September, but to this day I still haven't received my order

I ordered online on the 1st of September, but to this day I still haven't received my order. On the 6th September, I received an email, telling me my order had been shipped, but 3 days later when I tracked it, It was giving an "exception status". I then contacted the courier( DPD) and they told me they had not received my package from adidas. I wrote an email to adidas and Emmanuella, from the adidas team, told me to rest assured since my order was still in transit, he also told me I will be re imbursed 5 percent if it gets delivered later than 15 days, it is over 20 days and there is still no sign on my order, and worse they have closed my ticket.