HMV.COM .... BAD SERVICE?

I live in Italy and ten days ago (3/06/2011) I ordered a DVD Box Set. On the same day it was shipped. After ten days, I haven't received it yet. So, yesterday I contacted HMV to tell them I haven't receive any shipping confirmation email yet. They told me I have yo wait 14 days... What to do? I heard that after you receive your package they email you to tell them your opinions. Is it right? So...It means that my package is still on the way to Italy? I don't know -_-