Ordered an item two weeks ago at Zando it's not delivered.

I placed an order on the 27th of November its two weeks now and my order is still not delivered. I sent an email to Zando no one has bothered to respond. I don't want the item I bought anymore I called their call center to cancel unfortunately I was told that I can't cancel I have to wait for the parcel to be delivered then I can return it. I'm very disappointed with Zando.