Hamleys - Online frau by hamleys

I booked an order of toy costing Rs **,*** on Hamleys via online website www.hamleys.in on **.**.****. Order was placed and I got a booking ID no ‘FY**D*E*D*****BB*DA*’. I got a payment confirmation email from no-reply@razorpay.com also same day confirming my payment and payment id was mentioned as ‘pay_HRKICvo*w*C*In’. In that email it was mentioned that for any order related queries reach out to support@hamleys.in. But since then Hamleys is totally silent and I have not received any information about my order. Customer care is telling me that they updated their website and because of this some orders have been missed from their side but when I tell them to give the same on writing via email they refuse. It is a total fraud done against me by hamleys and I want a strict action against the defaulter. Also I want my money back. I have dropped at least ** emails to them in the last few days but they have not taken any action. No reply is being provided to me. It is a total anarchy at Hamleys. I am attaching the relevant scanned copy of the email communication and the related order id also. I have all the proofs.