Book a book - inefficient service

I ordered a book from this business for the 1st time. We lost my mom and I ordered a book Grieving The Loss of Someone You Love. I place the order on 12 August, paid for it and entered the required details as reference. I was mentioned on the invoice that international books takes a bit longer to deliver. After 3 weeks passed I went to their site and chatted on the BOT. I was asked for the proof of payment. If hadn't to do that, I don't know when they would've reconciled their accounts to check if I paid for the order. This process I feel is already not efficient. When purchasing a book anywhere online, you pay as as soon as you order the book. Once I provided the proof of payment I was told the book will be dispatched in the next 3-5 days. It never happened. I followed up again last week. I was told the same story again and still no book. They also don't communicate effectively. You don't know where in the process your book is. It would help their business to learn from TakeALot and Loot. I'm so disappointed. I asked for my money back. Not even sure if this will be honoured.