Where is the package Game?

So I ordered my kids Christmas present early so there would still be plenty of stock left, the message I received said 7-10 working days. I placed the order on November 10th and still haven’t received my order. I was sent a picture from online support that stated that my parcel has failed to deliver not once but twice, I find this funny as I never even received a call for the order. Online support then tells me that my order is on it’s way as stated by the picture that was sent and that it would arrive yesterday, still nothing. They reply to messages maybe if you are lucky once a day or once every two days. All I want is my package seeing as it has been paid for and everything and I am now at the end of my rope