Never received ordered goods

Placed an online order for my sister's birthday. Order (a cellphone case) placed on 15 Juky 2021.. Every time I query my order I have to log a ticket online and every time I get some sort of automated message with the same lame excuse over and over again. When trying to track my order, I noticed my parcel is supposively with DHL but they indicate my parcel cannot be traced through DHL. They don't have any physical address or contact number whereby they could be reached.