Ferns N Petals — Refund of Non Delivered Australia order needed

Hi Team,

I called for the status of my order and the agent said they were unable to contact their team in Australia as there is an issue with the order. The agent confirmed a cancellation and refund. I called to ask again for my refund and the another agent said they do not handle refunds. What is going on? I paid 14 thousand for this order and demand a refund as the delivery did not happen till today and the company does not have a Australia team.