Nykaa.com — Product not being dispatched or cancelled, no help from customer support

Hi, I placed an order on Nykaa on 19 Feb, and one of the items in the order is yet to be shipped. When I contacted their customer support, I was told to wait without any specific reason or timeline. Since then I've raised multiple requests to cancel and refund the product since it still hasn't been dispatched, and I was told that was not possible without any specific reason.
I'm really frustrated with their lack of support, and would like the order cancelled and refunded asap.

Order number: NYK[protected]