Dissatisfied for online shopping

I bought things on online via alberton marko on the 28 of December thier promise date was on 30 of December they failed to deliver nor communicating with me I tried calling instore they told me I should come and pick up I chose online cause I wasn't able to go instore.. I gave them time but they didn't respond made a follow up myself today on the 3rd of January they still don't pick up I have been holding for 10minutes I want to cancel the order they say they can't cancel order because of it has been collected how should I know that without any communication, they now told me I should wait for 10 days for online response on top of that I should also wait for another 7 days for refund is this how thier online works