Nykaa.com — Product not delivered, refund not processed

I ordered 2 dresses for my daughter on nykaafashion on 20th September, they were supposed to be delivered in 3-5 days . We waited until 29th Sep but items weren’t delivered. So we canceled the order by calling customer care and asked for refund . It’s been 15 days they haven’t canceled the order and not processed the refund . Even customer care doesn’t have any information where the parcel is ? They are unable to track .