Customer refund complaint

I placed an online order 23 December 2022. The parcel had not arrived in January. I had been following up with their care@theshapes co.za contact email address. Ann responded to say the parcel went missing and offered a further discount or refund..I opted for refund and this is now 3rd week January. At this point they are ignoring my emails and the refund for order #1138 has not taken place.