Bad service

We placed order for shoes, order no.317220 on the 23th Sep 23. We followed up on 28th and we were told of 7 t0 10 days lead time. Since we needed the shoes for 7th Oct we then canceled the order and were told of 15% cancelation fees we agreed to that and again had to wait for another 7days for the refund to reflect. Until this day 25th Oct there is no refund, followed up with emails now there is no response.