Order refund

I made an online purchase on August 2022, after I've made payment I was informed that the items I've purchased are out of stock. At the time of making the purchase they were in stock. I was told by Biancia on 2 Sept that I will be refunded and that as per their terms and conditions a refund will take between 10 -14 days. The matter was then escalated to Chantal. Today is 1 November 2022 and no refund received to date.