Negligence of customers

I bought on line on the 10th and and got an sms on the 12 that my package will arrive, then later on I got another sms around 13:45 saying that my parcels couldn't be dilivered.. And wen I checked on the website the car was hijacked.. It's more than a week now I haven't received any communication or anything.. Can i atleast get my refund if I can't get the package because I need it Asap.. Hope ull be able to assist me