Square Enix UK store woes...

So I am not usually a complainer but with no where else to go I am seeking any help I can get with my experience of the SE EU store.

Long story short 25th of November purchased a gift to the value of £40 with delivery. Courier screwed up (totally not SE fault) and did not leave a missed parcel card on TWO occasions and my purchase was returned to SE. Contacted SE who said np they would send a replacement - very happy customer here at this point. Tracking details would follow and have a nice day...

This was nearly two weeks ago and still nothing. I have re emailed several times. Called the EU support who said they would chase up but had no control over the store... and still nothing. £40 down, no xmas present, no phone support number, emails met with silence....

Anyone out there had anything similar or am I just incredible unlucky at this point.

Short of contacting my bank and trying to claw my cash back at this point I am at a loss.

Warning - if you cashback with SE don't be surprised if they ban your account. They really don't like the Consumer Laws of the EU.