I want my money

I made an online purchase on the 25th of June 2025. The order was said to have exceeded the number of times it will go out for delivery without any communication that my delivery is out on those said days. I was then told that they will refund my money. Up to date, I keep sending emails and calling yet I am not getting help. I want my money back. If you did not deliver then why can’t you refund me my money.