Goods purchased never received or refunded over 6 months ago

It has been 6 months and me and my fiance have yet to receive the product we paid for or a full refund. Following multiple emails we only ever got one response in January stating they will find out where the package is and put us in touch with their accounts. Though the purchased item was over a month late they even had the cheek to advise that if they refund us and we receive the item we will need to pay for it again The item was ordered in December and till now nothing has arrived. No further responses were received since the initial email in January. This is ****ing ridiculous. We want a full refund for what was meant to be a Christmas Present in Dec 2021. Imagine after spending over 1k for a gift and it never arrives for someone special