Delay in delivery and refund

Order #5220 I order on the 10th but to relocation of Places I had to cancel the order on the 25th after not receiving any update about the order whatsoever , I asked for a refund and I was told they have to consult with the team first and I guess I'm still waiting , never heard that before because refunds usually take only a day, I'm starting to think it's not real (****)