Charge for a damaged item and ignore requests to collect and refund!

Over a month ago I logged a return request for a damaged eyeshadow pallette that was delivered to me. I cannot use it and have been charged for it. Despite NUMEROUS attempts to get through to someone, I wasas not successful. Can you urgently assist as it is ********* to charge a customer for an item that is damaged and then ignore all attempts to make right with the customer. Customer service is non-existent. I have been a loyal customer for over 25 years and this is the treatment you get! ***