Pre-order if you do not want to receive your order

I pre-ordered the Britney Spears book on 21 October 2023. I should have been ready for collection on 24 October 2023. I still have not received my order. I have send a lot of emails to Takealot to find out when I will be receiving my order. No one can give me an answer. I phoned them to find out and all I get is that they will get back to me. They do not want to give me a refund but they also are not giving me answers about what is going on with my order.