Zara online, avoid!

Zara Online: order placed on 8th December. Bought as a gift. Meant to be delivered between 14th and 20th December. Now the 21st and order is still being "prepared". only way to contact them is via chat on the app (read: talking to 'bots in India). I am told to give them time to investigate. ***ue and frustrating terms used. I would like my money back and I am told no, I must wait!