Makro online where is my order

Almost 2 weeks ago I made a purchase in Makro's online, with a lead time for delivery of 2-5 days and no option to collect instore. 11 days later I still don't have my order delivered, Makro telephone line doesn't get answered, query submitted has not been repainted to and the price of the item has dropped. Makro where is the item I purchased or my money back.