Supabalist order

I bought items for my Daughter for Christmas on the 4rd December 2019. The items were supposed to be delivered latest on the 10th December. I have been informed by superbalist that the items were lost in transit and they will isntitute a replacement. I do not need the items anymore as I will be out of the country and i needed these items for my Daughter whom i am travelling with. I have asked supabalist to cancel and they informed me that the supervisor must first approve the cancellation and that will take around 48 hours. I asked to speak to the supervisor and was denied that opportunity. I humbly request that you assist me in resolving this matter as i need my refund. order number ***. Jack Msiza