Unfair service from Northfacesouthafrica.com online shopping site

After waiting 4 weeks I received a mail from their customer service that my parcel was lost in transit and that they can only give me a 40% refund on my order of R8000. Their only explanation is that they also uncured costs. I told them I needed the jackets for a trip. The jackets never arrived(gave them 4 weeks to deliver) ND after numerous enquiries from my side they just rep**** the parcel is lost and the offer of 40% refund. What am I to do about this unfairness?