Poor service and unresponsive

Only half my order arrived and no communication form the company after I mailed them a couple of times to ask why. Could not get thorough on the provided phone number either. I don't live in Cape Town to going to their actual shop is not an option. I'm disappointed by their poor service and unresponsiveness. Kicker is their policy for refunds. 10% is deducted. What other South African or international company deducts money for a refund? Unacceptable.