Makro has not given back my refund 25 days waiting. When can my family have Christmas?

On the 25 of November. I placed an order from Makro online to by my Christmas groceries. All they sent was baking powder but the courier service could not even deliver that on time. Today is the 19th of December. After cancelling the order numerous times Precious of Makro national call centre called the ask me about collection and did the courier service contact me. I told her that I call to cancel the order. I have all the voice recordings. She said that she will cancel the order. I was told that the refund will take 14 days when I first cancelled the order. Now since she is only cancelling the order now. When Makro can I ask am I going to get my money back. When can my children get their gifts and when can we enjoy our holiday? When can we eat?It is a total disgrace in service and what must I do as your have all my money?