ONE WEEK LATER AND NO REFUND

I placed an order on 09/11/2019. One week later no delivery was made. When I looked on the website it says failed but payment was made with EFT. No contact was made from customer services. When I contacted them they said the order was never captured on their system, I need to confirm my bank details and refund will be made. One week later and still no refund. How long does a refund take. Fast to take your money but very slow to return it. REALLY BAD CUSTOMER SERVICES!!!!!