Non-receipt of paid for goods

I ordered and paid for goods on 18 December 2022 and to date I have not received them. The expected delivery date was 28 December 2022. When I track the parce the status says 'in transit to South Africa ' since 26 December 2022. I have been writing follow up with no feedback. I received an email from Fruugo on 18 January 2023 in which I was requested to rate them.