Christmas Eve Box Never Delivered

www.http://www.christmasfactory.co.za/ I bought a personalized Christmas Eve Box which was never delivered. I had spoken with Rachel during the week of the 11th of December to check when it would be delivered and she said it was dispatched to Joburg already, and there was time to amend the delivery address. Subsequent to that all calls and emails go unanswered. And I have tried MANY times through both mediums to contact them. Their Facebook page offers reasons as to why many orders were not delivered and posts there also remain unanswered as to when my refund will be made. All round pathetic customer service, in fact there has been none. I simply want my money back... my Christmas Eve date with my Fiancé was ruined by this not being delivered, I was so looking forward to it!