Buy goods and pay for it online including delivery fee - No goods received weeks later

I created an online account , did my shopping , purchase dna item , paid for it , paid for delivery - No delivery a week later. I called to see whats going on , helpdesk said it was being picked ?? Then I go again 3 days later to track the order now after Help Desk proised to dleiver. Order is not in the history and no goods. I paid OVER A R1000 FOR THE ITEM - and no goods