Urbanic — Refund did not happen

I had placed an order on 6th December, it was supposed to reach me by 15-20 December. One did not get the refund of the first order which was canceled, two haven’t received the item yet. Both are pending refund and delivery of the item. Really disappointing, chat support is of no help as they respond after 5-6 hours of request placed. Email support just sends automated replies and no call support.