Urban Decay online - awful service!

I have had an abominable experience with this company in South Africa. I ordered something online ten days ago. The order is STILL processing, even though they promise delivery in 3-5 days. Also - there is NO one on the helplines and no one answering emails. I have been trying to call since the 23rd of April - and every time I call the recorded message says "all our operators are unavailable. Your call is important to us. Leave a message." I even tried the parent company Loreal SA for help. Shocking customer service - and all I really want now is my money back. I don't know if they will EVER send the order.