I would like them to give me my things or give me a refund

I have been sent a parcel to collect at pep in my aria I received a message to collect my parcel on the the 23rd of November i sent my brother to collect it for me they told him it was not there Saturday on the 26th of November I got a reminder that my order is left with 10 days to be collected I went there to collect my order they said it not there I'm so frustrated and confused how is this possible