Double standard ****mers

They charged me for an order made in 2022 but not received, when I reached out they said it was overr 48hrs funny thing is I complained about this on the day of the order but they still charge me over 12 months later but can't refund, thier support doesn't respond to emails...I've heard of them ****ming but never actually thought it was true until now how do you charge for goods not received