My Zara  Product Should Be Canceled And My Money Refunded

I bought a coat from Zara online ordering site on 19.11.2023. Order number 53494564626 appears to have been received by the courier on 21.11.2023. Since then, the cargo has still remained as Istanbul Bayrampasa. Customer service does not respond. I wrote to the support line and reported the situation many times and they said, "We will prioritize your file so that the relevant team can investigate the problem as soon as possible. You will be contacted by e-mail." They try, but there is no response via e-mail. I can buy the product, but I can neither return it nor get my money back. I would be happy if you help