No Delivery and No REFUND!

My order was dispatched on 11 January 2016, delivery is normally within 3 days (I am also in Pretoria East). I have not received anything and I've sent numerous follow up emails with no response. On 3 February 2016, I demanded a refund and was told it would be done within 7 days. I still have not received my refund. Even after 2 follow up emails regarding my refund, there was no response. Please help.