No delivery, and yet charged full amount

I ordered on December 13th online. Krefel promised next day delivery, expected on December 14th. I was at home all day and no one came.On December 15th delivery guy sent SMS out of nowhere saying he is at the address but he will have to come another day. I told them I was expecting them the day before and asked when they will deliver it. He said tomorrow. Today is the 19th and no one came. In the meantime I didn't receive any communication that my order i delivered, but I received the invoice and my money was charged via bancontact. I received automatic email two days ago asking whether I'm happy with the delivery (?!). But no one came and there is no message in the mailbox either if the parcel was left anywhere else. I've sent multiple emails, but one replies.

Hello Natasa,We have received your e-mail correctly.We apologise that your order was not delivered on the requested date.After reviewing your complaint, we note that we will take the necessary steps to refund your purchase.If you have any further questions, please do not hesitate to contact us.Greetings,LauraCustomer Happiness Teammemberkrefel.beKrëfel nv Steenstraat 44 B-1851 Grimbergen--------------- Oorspronkelijk bericht ---------------Van: [plaintes@test-achats.be]Verzonden: 19/12/2023 21:48Aan: customercare@krefel.beOnderwerp: Plainte - No delivery, and yet charged full amount - (CPTBE01939987-84)ref:!00D5I03dQ0g.!500Sf02XA5v:ref

Hello,When can I expect the refund? Today is the January 9th, and I still have not received any money back. Please act asap.Kind regards,Nataša