Undelivered parcel

The promised delivery timeframe of 5 to 7 working days has now elapsed without receipt of the item.

I have made efforts to follow up on this matter. A WhatsApp agent informed me that the parcel is with the courier, yet I have received no further updates or delivery. To add to my frustration, I have now been billed for the item—despite not having received it.

This is entirely unacceptable. It is a clear double standard to charge me for an item and threaten me with interest or overdue notices should I delay payment, while you have failed to uphold your side of the transaction by delivering the parcel on time.

Please note: the item purchased is a gift. I have been available all week to receive it, but I will be out of town next week. If the item is too large or small , who is responsible for returning it to the nearest store? Alternatively, will you ensure that the item is collected from the delivery location and a replacement is sent to the same address?