Kwabey - Kwabey com package not delivered

I am writing to formally raise a complaint regarding my recent order placed on your website, kwabey.com.
I ordered * T-shirts worth ₹***, and the payment was successfully completed. However, the order status has been stuck at “Processed” for an unreasonable amount of time, with no further updates or delivery timeline provided.
What is more concerning is:
There is no option available to cancel the order from your platform.
Your customer support is completely unresponsive to emails.
Your refund policy appears unfair, as it deducts cancellation charges despite the delay being entirely on your end.
This lack of transparency and accountability gives the impression of highly unprofessional—if not fraudulent—business practices.
I request the following:
Immediate clarification on the status of my order.
Either prompt dispatch of the product OR a full refund of ₹*** without any deduction.