Order not delivered 32 days later

I ordered on the 1st of August and now it’s the 1sr of September and my order is still not delivered. I’ve sent countless emails requesting snatcher to release my order or refund me, but nothing is being done. This order was supposed to be a gift to my mother, this is so infuriating and unacceptable. I don’t the police will intervene but that’s my last option.