Poor Bad Customer Service

I purchased two items on the 19th December 2024, I purchased a dress and Sneaker for my daughter and however the dress was cancelled so they had to refund me however until to date I haven't received my money. It's a month and 1 week now. When I contact the call centre they always request for my bank statement to proof that they haven't refunded me how ridiculous no is responding to my emails, This is such an inconvenience. Bad service I have ever received in my entire life.