PnP owes me a refund

I placed an order with PnP clothing online on 08 December 2024. This was for my Christmas shopping as I had purchased outfits as gifts. Firstly they lost the order. So it shows on line but never checked in with the warehouse. So firstly I did not receive my Christmas order which was hugely disappointing and I had to rush out to one of their stores to purchase items that were not what I originally wanted. I then asked them to please cancel and refund me on 17 December. I am still waiting and there is no refund as yet. They had advised it would be sorted last week. I have been extremely patient. PNP has let me down on multiple levels with this and they continue to fail.