Order #205305 not delivered

Placed an order on the 25 September they promised to deliver with 7 working days however they failed to deliver. Theres no communication from their side, I tried reaching out I was told they deducted 15% if I want a refund which is not acceptable as they are the once who failed to deliver. I'm still waiting for my order as I can't allow them to take 15% of my hard earned money.