Dissatisfied with Zara

I purchased some products from Zara on the 27th December 2020 and I was supposed to receive my order on the 6th. Been tracking my order and nothing was happening then decided to contact Zara on the 5th and enquire and the agent I spoke to said I was going to receive my order on the 6th. Until now I still haven't received any communique from them regarding my order since it wasn't delivered yesterday. I contacted them today and they don't want to refund me they telling me the order is already prepared at the warehouse.