Disappointed

My wife and I ordered xmas gifts online on the 8th. We got an email saying delivery would be on the 18th which was fine as it would be in time for Xmas. Now this morning we see the delivery will be on the 27th! They refuse to return our money and say that we can only get a refund once we have returned the items (which we have not received). This is ridiculous and there is no contact number to speak to anyone. Just automated email replies. I don't understand how it takes 3 weeks to deliver a package locally. Give us back our money and so we can go somewhere more reliable.