Deporvillage - Unable to deliver

Deporvillage delivery promise is 24hrs. The order has not been received after 11 days. The delivery company use excuses for not delivering and do not communicate. Deporvillage customer care, who rarely communicate, have not resolved the issue. Deporvillage has now agree to cancel the order and refund me but only after they receive the order back. This is unacceptable as I now have to wait for the poorly performing delivery company who are unable to deliver having sufficient capability to return the order before I recover my money. Deporvillage are placing their problem on me and should just refund me and then sort it out for themselves showing some level of professionalism.