Urban Decay - terrible service

I placed an order, received a confirmation email and had the full payment go off. Days go by without any delivery. I sent an email, and again, no response. I tried to contact the number yet not a single contact number works. Eventually i send an email to the head office overseas only to get a very unprofessional email back stating i never ordered anything. This despite sending the order number ect through to them. Absolutely pathetic! Especially from such a well known international company!