Undelivered parcel from ZASTTRA

I did place an order 77348 on the 14th December 2019. Today is the 4th of March 2020 and I did not receive my package yet. According to the tracking my parcel is stuck at Vanderbijlpark post office since 5th of February 2020. This is really poor service. Zasttra I believe your guys can use much better carriers. Will it possible to refund me back? I will really appreciate it.

Regards