Shocking service!!!

I placed an order on the 14th Dec for a birthday delivery for the15th. The recipient never received the gift and when I called back on the 16th, there was no answer. On the 17th I spoke to Sade who explained that my order had been cancelled due to no stock and yet I was never notified and the money had already been debited. Sade offered me an option for a refund or to try and see if there was something similar to what I had ordered...to this day 22nd Dec, I have not heard from her nor have I been refunded. I have tried calling and the phone remains unanswered. Can someone please refund my money!!!