Issues with order not delivered

Hello,

I ordered a new My-Handy and SIM package (Galaxy S9 Blue + o2 Free M) online, to be delivered to my residence.

The SIM card arrived via post, but because my name is not yet on the doorbell, the mobile phone was not delivered and was returned to o2 after the first attempt.

I called in to the o2 service line and asked to have the order shipped again. The representative submitted the order again and I received a confirmation, but shortly after this I received an automatic email saying my order could not be processed and was cancelled. The My-Handy order has now disappeared from my account, although I have already paid some initial costs to order the phone.

Appreciate any advice on how to have the phone shipped again, or if I can pick up directly at an o2 store.