Terrible Service

Terrible Service. I ordered items online. When I ordered (6 December) their website said delivery in 2 - 5 days. This was perfect as we closed on 15th December and the items were gifts. On Monday on track your order it said order packed. No delivery Monday, Tuesday- I phoned as was promised it Wednesday. No delivery Wednesday - I phoned again - they had no drivers. Really. A week before Christmas. I then told them to cancel the order, yesterday, still not done, today , still not done. How long does it take to simply cancel a delivery, and proceed with a refund?