Nykaa.com — Not refunding my money when the order is not shipped from 20+days and they say it is lost

What a pathetic service for my order NYK[protected] which was placed on 14th Aug. This order was not dispatched till 30th Aug even after continuous follow ups with your support executives on chat. Complaint ticket number [protected]
on 30th Aug, i received an email from your support executive, saying the order is lost by your courier partner and my refund will be initiated in 24-48hours. It has been more than 72 hours and no update on when the refund will be initiated
your support executives are always saying that refund will be initiated as soon as possible. I am ###g tired of hearing this same thing from all your executives. Now please tell me what is going on?
When is the order status going to change to cancelled?
The order amount was of Rs5433. A part of this order containing 2 products was delivered already. And remaining products worth 4200 are lost by your courier partner. WHEN ARE YOU GOING TO TAKE ACTION ON THIS? CHANGE THE STATUS OF MY ORDER TO CANCELLED AND REFUND MY MONEY