Package contents is broken! No response from support!

I bought amongst other things, the "Classy Electric Coffee Warmer Coaster and Mug set" which contains a ceramic/porcelain coffee mug. It was sent to me in a courier BAG using Pargo. Upon receiving it, I immediately realised something is wrong. I opened the courier bag and a few pieces of ceramic/porcelain fell out. Upon opening the box containg the mug and warmer set, it was a mess inside. It was almost like somebody threw everything in there and the worst of all the mug was in pieces!! Totally unusable!! I immediately logged a ticket with their support and included photos. I got a message back stating they'll get back to me in 48 hours. That was the last I've hear from them. It is now 71 hours later and still nothing. As this was supposed to be a Christmas present, I know that this won't be resolved by then. I won't purchase anything from Hyperli again!!