Worst service ever, didn't receive package and don't get a refund or even an answer on emails!

I wish I could give a negative star for Clinique's online shop of south Africa! My mother ordered from Clinique on 10 November 2021. The parcel never reached her although they send sms' that the parcel is out for delivery the 12th and 13th of November. On 20 November we emailed them that she is still waiting for the parcel. They answered on 23 Nov saying that they will follow it up with the couriers since we "allegedly" did not receive the parcel. Since then no response from them, even though we sent emails to follow up on it on 27 November and 4 December, but still no answer! So she hasn't received the parcel, nor a refund of her money and no answer from them, and it's been more than a month since the order! Terrible service, I don't know if she will ever get her money back! We will certainly never order from Clinique again!