Nykaa.com — product is not delivered

Address:Muppa Akshaja Crown A 702. 5, 139, near sai baba temple, Narsingi - 500089, Hyderabad, Andhra Pradesh, 500089

I had ordered 16 products from nykaa (Awb# sf63945852ner and order # nyk[protected] - when i am tracking my order in shadowfax website, it is first showing as "delivered" at 1:36am and then it is showing "cancelled" at 1:42am. However, i did not cancel the order and the order did not get delivered either. Also, in the nykaa application, the order is showing as delivered. I have contacted both nykaa and shadowfax and both have no clue where the products are as of yet. I have requested to process the refund amount as well, but they cannot assure that. I am not sure what to do about it as i would be travelling soon.
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While placing order on Nykaa, the amount got debited from bank, but order did not confirm. I have sent alot of mails to Nykaa to refund the amount but have not heard back from them. What kind of customer service is this where you dont not respond to so many mails even when I have shared the transaction details.
Nykaa Customer Care's reply, Nov 29, 2019
Hi gdhameja,

We regret to hear this.

As we are unable to locate any details of your order under your name (gdhameja), we request you to please help us with the email ID or contact number so that we can address this at the earliest.

Regards,
Team Nykaa
Hi Rupsha,

We apologize for the inconvenience to you.

We would like to inform you that the refund has been initiated from our end on 28/11/2019. The amount will reflect in your bank account in next 5 business days.

We deeply regret any inconvenience caused and look forward to welcoming you back at Nykaa soon.

Regards,
Team Nykaa

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