paid and no delivery

I paid for a order on the 23rd of november. My order on the website shows that it is cancelled. After alot of emails got them on facebook and left a message there. Simone rep**** and said she will investigate and send the package. On Friday the 4th of December I send her an email how long is the investigation going to take as I didnt hear anything from them for the whole week. Well today is 2 weeks that i paid for that order. I dont get any feedback, no package, no nothing. this is really frustrating. I want either my package or my money back.