2 Orders from before Christmas not delivered and not canceled.

I made an order online for delivery for a Christmas present which failed to be delivered. I then placed an order online for in store collection which was still not there 5 working days after the order was placed even though stock was on the shelves. I've phoned to have these 2 orders cancelled and refunded as they are no longer wanted. This has 2 weeks ago and still has not been done!