No parcel number, no response, no order received but payment has been made

I placed an order on the 21st of September. I chose pep pack as I was in the process of moving. Had I known delivery would take this long I would have opted for door to door delivery at my office. I emailed this company, after receiving no response I proceeded to send 5 DM’s on instagram before receiving a response. I was advised that the delivery was sent out on the 24th, that my order should arrive between the 7th & 8th October. Pep paxi takes 3-9 business days, today (14.10.2025) is the 15th business day. I messaged the company via instagram to enquire about the parcel number on the 10th & 11th… There has been no response, I have asked for either the hair growth oil or a refund. I’m very unhappy with the service.