When you do a return request you receive a email that states your parcel will be collected within 48 to 72 hours

When you do a return request you receive a email that states your parcel will be collected within 48 to 72 hours. I did my return request on the 4th of December and nobody came to collect my parcel. The last time it took 3 weeks before they collected my parcel. The longer they take the longer you have to wait for your refund. Return request ***.