Fruugo order not received a month later - Shipping status changes from In Transit (November) to Null in December

I ordered a product through Fruugo South Africa on 29 October 2023. Shipping updates during November said parcel in transit to be delivered on the 17 November 2023. Followed up many times even through their service review email. Funny they sent an email asking to rate their service when the order is still not received. Today I receive an email stating the parcel’s shipping update is null.