Refused to collect return order and refund will be done in 10 working days

I made an order 2 February and the order was delivered on the 4th February at 20:10 at night. When I opened the package the order was wrong and communication with customer service. Was told I could only log an exchange the following morning because on their side it wasn't been updated as delivered yet. On the 5th before 08:00 I log a return. A a text and email notification said the return will be collected on the 5th and it wasn't collected. Today I got an sms starting the order will be collected and still wasn't collected. After 17:00 I called customer service and the gentleman had no clue why the item wasn't collected and only on Monday it will be collected. I then asked for a refund which he said it's gonna take 10 working days for my refund. Please make it make sense you gave me the wrong order, dont collect the return order which I waited 2 days for it to be collected. I asked for refund and I was told all this will take more than 20 days to be processed. *** service and misinformation from their website