Never receive order, now I have to pay shipment again?

I am extremely dissatisfied with Loot.co.za's service. I placed an order on 1 July 2021 and still have not received my order. I received no communication and phoned the helpline on 15 July 2021 and the gentleman informed me that my order is being held at the warehouse due to the riots and that it will be sent out this week and that they will contact me the day before it is shipped. Now I receive an email saying that my order has been returned as undeliverable and that I have to pay R172.00 to get it shipped again! I refuse to pay this as I am at home all day and no one has contacted me and I am not at fault here. This parcel was a birthday present. Needless to say that the birthday has already passed. I have already paid for the shipment and refuse to pay for it again as I did not receive shipment at all.