Nykaa beauty - Package not delivered

I have placed an order on *th August,****. Have not received it even after ** days (**/**/****)though it showed delivery will be done in *-* days(By **/**/****). Have called the customer care l,they said they will escalate and to wait for **hrs, package not delivered even then. Called again,they said they'll escalate again. Not giving any date or time or update. Update stopped on **th Aug, unable to track after that. It was supposed to be a Rakhi gift but now I had place a different order. And this had been a loss. I'm unable to cancel the order too,since product is already in the city,but not delivering.