The Shop owner is not Responding

I placed an order of teddy bear online from instagram the owner talked to me about everything. I paid amount of ₹500 online now the parcel is not delivered to me nor she's responding to my msgs she's just doing seen all messages and I'm asking for refund she's not answering contact number I had contacted is [protected]. she Said that parcel will be delivered within 3-4 days it didn't came . Now comes to delivery services they called me and asked me to pay ₹1241 GST refundable amount first , i paid it for billing then they ask for paying again because of 2 quantity GST i said I can't make the payment for the 2nd gst they cancelled and said you'll get refund amount within 72 hours today. that's i don't know I'll get or not so I'm attaching their contact number with delivery services organisation name was DHL express service and number was [protected]. i want all my amount of ₹1241 and ₹500 but didn't getting any response from them so I want to complaint against them. I've all the proofs for further information .