No Solution to Incorrect Order for around 10 days

Our company received an order that contained 1 item we ordered and another box with our name but products that are not for us (not ordered) I am trying to get this sorted out as the products we ordered are still not delivered and takealot are non responsive. I keep being told to register a return but I can't - the products are not on my profile so how do I add them to the query if they don't appear. How long does it take for Takealot to solve this?