No stock but also no refund

Seems like there are so many unhappy clients experiencing the same problem, I ordered clothes in July for my daughters wedding only to be told it's stuck at customs. Well the wedding has come and gone and my order has not arrived, and no reply to my request for refund. How do we take this company to task this is their refund policy on website.... If in the event that Doll Me Up Fashion is not able to provide the item ordered by the client as it is no longer available from the supplier, the client is entitled to select an alternative garment to the same value or request a refund for that garment....now why dont they adhere to their policy.