Online Order Refund query?!

So I made online order a few weeks ago, but 2 items was not in stock and wasn't delivered, that is fine, thats not a problem but the amount deducted was with the extra items part of it, I have email and tried to get some feedback from online but I'm being ignored. All I want to know, is when can I expect my refund of the items that I paid for but wasn't delivered? Order nr: ********** 3