I ordered a toddler bicycle which was only sold on their online store on the 26th of February so that it can be delivered in time for my son's birthday which was on the 5th of March

I ordered a toddler bicycle which was only sold on their online store on the 26th of February so that it can be delivered in time for my son's birthday which was on the 5th of March. Their policy states that delivery takes 2- 5 working days but upon calling and chatting on their online contacts 3 days in a row, nobody could give me a concrete answer, when I tracked my order it said is with the courier. The weekend came and on the last day, I had no choice but to find an alternative. Which i did. And when i asked for my refund. Again having to raise this issue on their Facebook page because my calls were leading me no where. Emails not be rep**** to... they finally responded asking for my proof of account which i sent same time. Till to date i haven't received my money its been over 3weeks now. And calls are not being answered.