UNHAPPY CUSTOMER. PACKAGE NOT RECEIVED

I ordered an item online on 04 March 2020. My invoice said delivery would be between 11-13 March 2020. On the 11th my items shipment hadn't changed since the 4th when I made the purchase. I had to call their customer service to find out that there was a delay with their warehouse picking the order up from the merchandiser. a week later I got an email that said the item had been shipped, however no courier contacted me with my parcel. The following week I got another email saying my item was delivered and that I had requested the item be collected for a return. I had not received the item or been on the app to make any requests. Their customer service has yet to contact me with what is going on.