Mr Shopper. Order not received and no refund.

I purchased a lawnmower online with Mr Shopper on 18 November, my delivery was due on the 24th. By 2 December I have not received by delivery and requested a refund. I have received an email to say my refund will be processed but to date I have not received my money back. They do not reply to their online chat profile and I now only get automated replies on my emails. I am afraid these people are ******** and have made off with my money. Payment was made via Payfast and there is no way I can get my money back from them. I have emailed Pelican Express too and they do not reply to any of my emails. I will try to contact my bank and have the payment reversed and see if that can work. If anyone has any advise on how I can get my money back please advise. Please advise as well on how to report this matter to the Consumer Protection Department.