Steve Madden fails to deliver my shoes

I made an online purchase, order number 363751. It's been 3 weeks and I have not yet received my shoes. The delivery guy claims he threw he parcel over my wall, and he signed my name on the proof of delivery. When does this qualify as a delivery anywhere.... Steve Madden has not resolved this issue since. I'm always the one to follow up, I have since sent them my banking details and asked for a refund as they have failed to deliver my parcel. Nothing has happened, I'm so disappointed at the level of customer service, clearly online shopping in this country has no guarantees. I told them to either deliver the pairs iv ordered, or refund. Nothing has happened to date. Pls help.