NON DELIVERY AFTER PAYMENT MADE

emailed them on 24/12/2017 very dissapointed as I have paid for the premium Elf delivery on the 24th of December 2017 for our 3 Grandchildren in Durban. We are currently in Port Elizabeth and this was the only means we wanted to make it special for them and was super excited for them to receive it. Our daughter waited the whole day at home It is now 22:00 at night they are asleep and has still not received it :(((. Have requested a refund plus interest but no answer to e-mail. Cannot obtain any telephone number. Am I wrong in saying this is basically theft.