Cotton on very very bad, do not satisfy a customer or been helpful at all

I have ordered a parcel on the 27 November 2025, no response from them, ived phone on the 9th December, they do not know where the parcel is, all of a sudden its been delivered to a S stuur man, I phoned them and told them I did not received my parcel, no word from them, I phoned DPD courier, they can not give me a answer, phoned ITT, George said the parcel was send to jansenville and been delivered there, ok parcel lost, phone cotton on, no I must claim from courier company, phone courier company, no I must claim from cotton on, till today no answer, no phone calls, feedback, ived send a email every day to cotton on, no feedback, so what must I do to get my parcel or refund,