Confusion with online order P***

I bought 2 pairs of shoes online on 23.11.2022. One of the pairs was cancelled due to shortage of stock. The other pair was supposed to be at the TFG store I picked as my pickup point on 02.12.2022. I have not been getting any updates on the order until on 07.12.2022 I decided to email their online support. I then got an sms saying my parcel is on the way. When I checked online the estimated date was 09.12.2022. I then emailed support again today asking for an update that's then I was told that my order couldn’t be fulfilled. So I am not sure whats the confusion is about because I get smses saying the parcel is on its was but then again online support says my order has been cancelled can I please get clarity on what’s taking place? I am really disappointed with whatever that's going on. I always buy online at TFG stores and this rarely happens.