No delivery, no refund and item appears lost

I placed an order on 2 April for a food processor at R1299. The order was shipped on 15 April to Dawn Wing to be delivered after Lockdown stage 5, but when lockdown was extended, it was sent back to Loot by Dawn Wing. (on 17 April) Loot are now claiming that they haven't received it and I must wait until they do before they can refund me. They also want to now charge me a return fee??!! There is no end date in site and I have been told to wait for the past 6 weeks. This is shocking and I am terribly disappointed with Loot (I have been a loyal customer for years) In addition, you cannot phone them anymore and they take at least a week to respond to an email - but the response they send is once again telling me to "wait". The money was paid 2 months ago and I have nothing!