Where is my refund, Superbalist???

I placed an order on the 3rd of December. My item was not collected on time and therefore a refund should have been processed about a week or 2 later. Today is the 18th of January and I am yet to receive my refund. I've tried calling, my husband has tried calling... I've sent emails and this is still unresolved. Pathetic! It's been a whole month and still no refund...