Club Factory — haven't got the delivery

My order number so[protected] is still not delivered. I had placed the order about a month ago. It's stucked in custom clearance for 18 days now. I tried contacting but there's no reply from customer care. Really disappointed by the service. I tried the live chat but it keeps sending the same message again and again. N a pop up shows that the customer care is busy please write your problem here and we will contact you but there is never a response. I tried contacting them for a week but i got no response. I want my order as soon as possible.

I want to know when my order will be delivered. Otherwise i want refund.