Take a lot has still not given refund for incorrect delivery made

It has been a week later, take a lot has come to collect the incorrect delivery delivered to me, however I have still not received the refund for my delivery that was never delivered to me. Aparently they now have to check their stock and go through the processes on their side, what why??? I paid for my delivery and never received my delivery however I cannot get a refund or receive my delivery and they made a mistake will I ever see my R1 500????