Shocking service and communication

Purchased a dress online that took 3 weeks to be delivered, despite a 2 week from date of purchase return policy. Was then told I can return the item by post at my cost to the nearest store and to send in ID and bank verification letter. Item was couriered to the store and 2 weeks later I still haven’t heard from anyone, I have called numerous times and my emails just go unanswered. So currently they have the dress and my money!!! Very unprofessional service.