And they aren't in your mailbox? 

No, I waited 24-48 hours as the support team suggested via email and still haven't received my items (which doesn't matter because I have been a frequent paying customer and every purchase I have made has been instant). I have screenshots and bank statements to prove the payments and even one that shows that I am unable to repurchase the same package. 

File another ticket asking for a refund, provide your proof of purchase with it. Make sure to do it through support and let them initiate the refund, don't want them to accidentally ban you. 

I sent them the ticket again already, thank you for your feedback! 

Is there a way for them to get the items I purchase over a refund or is a refund the only available option? 

I hope they can get you the items, but I'm not sure. 

Same thing just happened to me but I bought the monthly pack which charged twice and got nothing in return. I emailed them but they better have a refund ready because that's just not right....