Life Rosa Act Of Theft

My fiancee had ordered roses from the company called Life Rosa for Valentine's day . He continously kept emailing them as there was no contact number for the company asking if the order will be delivered to me on time they kept ignoring him. On Valentine's day I did not receive the roses and I had emailed them asking them what was going on I got a response saying they are sorry and they will deliver the flowers on Saturday. Saturday came and I did not receive anything they had sent a message on Instagram saying the package was damaged and it will come on Monday. I had told them to refund my money till date I haven't gotten a response from the company or payfast who had taken the money from my account but rather being ignored. This was basically an act of theft and payfast refuses to give us the owners number. Please advice us accordingly.