My order hasn’t been delivered and I can’t get any response on email…anyone else experienced this?

We already own Beasts of Balance and most of the add-ons and I decided to buy a pack of add-on beasts for my nephew (who we bought the game for earlier in the year). I ordered it 6 weeks ago and nothing has arrived. I’ve emailed several times but only get an automated response saying the team will be int touch within 24 hours, but they never get back to me. Has anyone else had this problem?