Shocking non response from hyperli when requesting refund due to ThEIR systems glitch causing duplicate order and payment

Their online order system told me there was an error in payment for an online order I was trying to complete - I then restarted the order and paid successfully the second time round. I then see on my bank statement that the first order did in fact go through - this led to a duplicate order. I contacted hyperli numerous times in the ast two weeks to request for a refund, via their *** email and via the order system where you can request for a refund. I have since then received no confirmation of refund request, no correspondence around refund processing and no refund! Order was placed 24 October and cancelled 24 October- the cancellation doesn’t show as cancelled and refund request doesn’t register on their system, and no number to call and no email response. It is unacceptable and exceptionally poor service!