Club Factory — order not handed over to courier

Address:

110092

My order number is so[protected] ordered on 09 november and delivery estimated by 27 nov. The tracking details provided is delhivery tracking number [protected].
While trying to track the shipment, i'm getting the message 'the item has not been received from client'.

Considering that the order was prepaid and appears to be missing now, i would like to know what has happened to my order.