Order *** Mr price online purchase not received

I purchased a denim jacket online from Mr Price on the 21st of December, I did not get the jacket and when I track my order it just shows it was shipped but there has been no movement since then, I called the call centre and spoke to a lady she said she will call me back I did not receive a callback she gave me this ref number:*** she goes by the name of Pretty and my order number is Order ***