Nykaa.com — Product lost in transit and refund not given

I had ordered products worth rupees 5685. Order id is NYK[protected]. Part of the order was delivered to me and 2nd part
Worth rupees 2054 was never sent. I was told that my address is wrong but the other half of the shipment came to my address only. I was told by Nykaa.com customer helpline to wait for 5-10days for defund. But it has been a month. I was told I will get a refund only after the items reach the warehouse but it is lost so I will never get a refund. The customer care people are impolite and are saying that we won’t be getting a refund if it is lost in transit. Is it my mistake that the items are lost.