Failure of Online Delivery

I bought clothes online before the lock-down on the 26th of March in the morning. The package has not yet arrived and when I go onto my online profile to check when it will arrive. the response is that the I should pick the package from the store. When I go to the store they state mu package has not yet arrived and they have no idea when it will arrive due to the lock-down. When I ask for a refund they state they cannot provide me with a refund because I bought online and not in store. I need a refund because I bought winter clothes for my one year old and if I do not have cer*****y of delivery during wither it will be pointless to get the winter clothes.