Fruugo Marked My Order as Delivered but I Never Received It

I placed order number 189164347001028528 through Fruugo a month ago and paid ₺1,402 via debit card. Despite the time that has passed, I have not received the product. No tracking number or shipping information was provided, yet the order status shows as delivered. I contacted Fruugo about this issue, but I have not been able to start the return process, and my problem remains unresolved. Since the product was never delivered and the return process has not been initiated, I request a full refund as soon as possible. I ask that my issue be resolved promptly.