No delivery on Online Order after almost 3 weeks

I have ordered my Back to School stationary from Waltons on 26 November 2021. My order number is ORD129202. Your website clearly states that delivery is 2 - 5 workdays. I even left it a week longer before raising queries. I still have no tracking number and my order status is still sitting on 'Processed'. I have sent follow up emails, raised the concern on social media, tried calling (and had to put down as no one in the call centre was answering). After going onto social media I eventually got a call, was told I will get called back in 5 minutes. This was around lunch time today, still no feedback on my order. I ordered online due to the convenience as I am a full time working mother with kids starting a new school next year. I honestly just want a refund. I can not risk not getting their stationary on time or getting my order and having items missing.