VERY DISCOUNTED Immediate payment, delivery: but a...

VERY DISCOUNTED Immediate payment, delivery: but arrived, refund: how do you do it?
After 2 weeks from the order, in which payment was made in advance, there is no information on when the tires will arrive.
They sent me two links to track the delivery, the first is in German and you don't understand anything, it seems maybe it was delivered to Fiano Romano, the second is from Bartolini who should take the parcel to Rome Casilino where the package is still 10 days .
The emails don't respond, on the site I can't find directions to get the money back, how can I do?