My Bershka Order Hasn't Been Shipped

I placed an online order from Bershka on 30.11.2025 for 1 pair of jeans and 1 sweater, to be delivered within 14 days to Istanbul, Esenyurt. Despite the estimated delivery time having passed, my order has still not been delivered. The order number is 40255074105. When I contacted Bershka via WhatsApp regarding the delay, I was only answered by an AI system that kept giving the same responses and did not provide any real solution or clear information about the status of my shipment. I have not received any explanation about where my order is or when it will actually be delivered. I request that my order be delivered urgently without further delay, or, if this is not possible, that an urgent refund be made to me without any additional procedures.