Online order no show on delivery

We placed an order online on 6 November and am still waiting for it to be delivered. Customer support doesn't answer any of their contact numbers, emails or WhatsApp "bott" messages. To make matters worse their system does not allow you to cancel an order once it's "packed". As a consumer I should have the chance to cancel an order up until the time that the package gets shipped, not until it's sitting in some distribution center for who knows how long. As a result, I have an order that has been paid for but which I have not received and can't get refunded for and thus don't have the money to go and buy the goods from some other store. Half of the product we usually would purchase is now listed as "in store only", making it virtually pointless to order online now as it is. It is a sad turn of events as we've been loyal customers for years and never had problems until now. It is completely unacceptable that a company offers customer support, yet is unreachable and who's rules on order cancellation, virtually holds you hostage.