Takealot refuses refund on undelivered order

I ordered and paid for 3 products which were all in stock on 1 sept 2022. Delivery was supposed to be 5 Sept. It still has not delivered. On the app it says it has not been shipped. When i contact the customer service, i was told to wait for an sms to determine delivery. It is now 9 Sept and after 3 calls and numerous emails, it still has not been shipped, the warehouse doesn't know where my package in the warehouse is, therefore i cannot get a refund. Even though it is in their possession still.