Theft by Incredible Connection

I placed an order for a phone on 3 Feb 2023. Order number ***. According to the tracking the parcel was handed to the courier 6 Feb 2023. The parcel has still not been delivered (13 Feb 2023). Despite numerous phone calls and emails, no can tell me where the parcel is. I have now tried to cancel the order, but have had no indication that this has been actioned. Everytime I phone for more information I am told someone will get back to me. This doesn't happen. Please cancel the order and refund me immediately. I have been a loyal Incredible Connection customer for over 15 year. I will never shop at Incredible Connection again, and I will be informing my friends, colleagues and co-workers about this theft.