Rain failed to deliver on time

My wife received the confirmation of order for 5g on the 3 Feb and said it’ll take 3-5 working days for the device delivered. On the 13th, they said still 3-5 working days to be delivered. She requested that the order be cancelled and any debited amount be refunded. She is overseas and has not received any email regarding this? I repeat the order must be cancelled and amount refunded.