Bad Service - order not received

Ordered and paid for the hair 27/11/2020, till today still haven't received anything. Communication stopped 30 August 2021, after been given empty promises for weeks that I will receive a tracking number or I can collect (which was my initial option), but failed dismally, even asked for a refund. Communication was also not consistent, months passed by. This was my first online hair purchase worst experience ever. If I can't get what I ordered for then can I be refunded????