Bad service and treatment

I ordered a make up palette on the 27th November , I later followed up on the 2nd of December to check what’s going on and I was told the courier company is experiencing delays which I understood. On the 10th of December still I haven’t received my parcel and she says to me she gave me a tracking number and that I should call the customer care and follow up on what’s causing the package not be be delivered hoping that she will assist me in finding a solution she just pin pointed everything to be my fault ! It’s the 11th and I haven’t received anything