No receipt, no product, no communication

Paid for a shampoo on their website on the 9 Aug. The order is for collection at their branch in Palmyra as they do not do courier deliveries. I did not get an email receipt - so the only proof of purchase that I have is my credit card transaction. On their order collection page they have the following statements "Once your order has been processed, we’ll notify you when it is ready for collection" "Please wait for your collection notification before visiting the salon" I had not heard anything back from them and after about 10 days I sent them an email to enquire about my purchase. It is now the 26th Aug and I still have not received any response to my email enquiry or any other form of communication with regards to my purchase. Am I to believe that I will not receive my shampoo?