Bershka Online Order Stuck In Preparation - Not Delivered

On 27 November I placed an order via the Bershka mobile application for a sweatshirt and a scarf, and paid the full amount by credit card. I live in Türkiye. According to the information in the app, the order was supposed to be delivered on 01/12/2025, but as of today it still appears as “being prepared” and there has been no progress. When I asked in the store, I was told that they have no access to my online order. I tried to reach customer service by phone but the numbers are not usable and no one answers, so I have no contact person about my order. My order number is 40334395606. I have been a loyal and satisfied Bershka customer for a long time, so experiencing such a lack of information and communication has been very upsetting. I kindly request that my order be urgently processed and delivered to me as soon as possible, or that I be clearly informed about the situation and the necessary steps be taken to resolve this issue.