Glolighting out of stock and out of touch

Ordered an item from their online store on 14 Jan 23 however by the 18 Jan 23 I had not received the item nor was there any communication from Glolighting as to the reason why? It was disturbing to find out after placing my order that there was no parcel delivery company or any form of tracking info for the shipment supp****. After starting a CHAT on their website regarding my item I was referred me to *** who would assist me. Having emailed Mary, she advised me that the item was OUT OF STOCK and asked how I wanted to proceed. I asked how it is possible for an online store not to have accurate stock figures to prevent this from happening and requested a refund. As at 19 Jan 23 I again have no feedback on my request for a refund after having supp**** them with my banking details and a letter from the bank confirming my account details.