Very Unhappy Customer

I have placed an order and paid for it on 29th of November 2021. Nobody can tell me when I will receive my purchase or even if I can get a refund. And the only form of communication is a live chat and they have been looking into the case for 3 weeks now with NO FEEDBACK. And customer care only advise you to go to the chat. Other clients have received their packages within 3 days time. My name is Joey Janse van Rensburg. If anybody at Zara can PLEASE give me a straight answer. Thank you