Missing panties

Hi, I am extremely disappointed with the service I have received regarding my online order. I placed and paid for an order more than two weeks ago, with the order supposed to be delivered to the Cotton On store at Loch Logan Waterfront in Bloemfontein. To date, I have received absolutely no communication regarding the status of my order. No notification that it has been dispatched, no tracking information and no notification that it is ready for collection. The payment has already been taken from my account, yet I have no indication of where my order is or when I can expect to receive it. Your website states that Click & Collect orders to Bloemfontein should be available within 2–4 business days, so this delay is completely unacceptable. Please urgently investigate my order and provide me with a clear update, including the current location/status of the parcel and the expected collection date. If the order cannot be fulfilled, I require a full refund. I would appreciate a prompt response as this order has already been outstanding for more than two weeks. Kind regards