GIVE ME MY REFUND OR PRODUCT I PAID FOR TODAY

I made a purchase on the 2nd of November and on the 4th of November Zara came back stating they do not have the product and will be refunding me within 14 days. 14 days have passed and I still don't have my product or my refund. I have checked with my bank and they say Zara is suppose to provide me with proof of the refund. I want my money or the product I paid for.