Identity online order

I purchased a skirt online on the 26th May 2026 and have not received my purchase when they say it takes up to 7 working days, when I called on Monday to enquire they said the item is with the courier and they will follow up and call me back which they did not, I called this morning and spoke to Nicole who told my parcel is lost as per the courier and I must call them to process a claim for me as she cannot give me contact numbers to escalate this matter, so I asked her how can I call the courier to claim my money back when I don't know them and they don't know me I didn't hand them the package and I am not their client Identity is I paid Identity not the courier. She said she will process the claim but has no idea when I will get my money back. All I WANT IS MY MONEY BACK I PAID THEM UPFRONT AND THEIR COURIER DIDNT DELIVER I want my money BACK TODAY I AM NOT WILLING TO WAIT I WANT MY MONEY. Order number o*** tracking number for their courier P+***.