Disgusting customer service

Disgusting customer service, I purchased an item from them on the 24th of July 2025. I paid the vat. I have recieved no updates since the 1st of August 2025. I have contacted on more than one occasion and no one can tell me where my parcel is. I get told they sure how frustrated I am. They tell me I can request a refund but that is not what I want as this is my daughter's birthday present and it's late already. I don't know what to do anymore as no one is prepared to help me