No Delivery of Black Friday deals

I placed and paid for an order on the 27th of November 2022. This order was packed on the 2nd of December and never delivered up to now. When you want to cancel they say they will escalate the matter. Got an email saying i can book a return and send pictures of the parcel and the packaging….. how can I if I never received the parcel. I now need a refund as this service is unacceptable