Lookfantastic not fantastic

Placed an order through Lookfantastic. Items never arrived (which is always a gamble in South Africa) - however, when I started enquiring about the missing items, they reverted to advise that they are trying to track the parcel. When I continued to enquire where my parcel is, they advised that unfortunately since 40 days have gone past since the item was supposed to be delivered, they are unable to process a refund. Completely unacceptable. No call centre - they only operate on email and you have to log into the system to find a response to your query. Don't use them especially when you live in South Africa.