That is terrible Harrigran especially as they've taken your money.
I wonder if your order was delivered to someone else - someone not exactly honest?
I did once (ages ago when I broke my back and was getting regular deliveries easily) get 2 bags of someone else's goods. I phoned them (easy in those days) and they said to keep the goods free of charge.
But waiting 10 days or more is not on - if you can't reach them online then send a letter by old fashioned snail mail to the Chief executive officer (with copies to everyone else on their board of directors) NOW.
Last weekend, in Rutland, the first statue in Britain of the late Elizabeth II was unveiled.