Worst online shopping experience ever

I made an order on the 20th of September for a friend's birthday 17th of October. Because of Comic Con (22-25 September), I agreed that they can cater my order after they are finished with the show and they promised that should be able to meet the deadline of delivery on the 17th of October.

Come the 17th of October, this is the message they sent: " We understand that it is now overdue. We have only returned home over the weekend and will resume our normal production this week. A mock-up should be sent through to you either today or tomorrow for approval."

Today is the 25th of October, no mockup is received and no communication is made. I have sent several emails to follow up, and used their online chat, no response at all.

I went out of my way to support a small business, with full payment and 10% tips paid upfront and respected their 21 days turnaround time. It is now over a month of ordering and there is no progress and no communication. This is not acceptable at all and will never buy from them again. I'm requesting a refund.