Smytten — Order not delivered, not professing refund

This is in regards to the order # 1832928 which was placed on the Smytten application.

The order was divided in to two parts for two products - I had paid in advance for these products. I got one product delivered. But, the other product is not delivered.

Their customer delight team keeps giving me assurance that they are working on it and yet nothing. I asked to cancel the order and process the refund, however, there is no response from their end.

On their application, it shows order cancelled (Shipment # 351656) but there is no refund given.