Foschini online let me down

Before lockdown, I received an online order of mine. I had ordered 3 of the same beauty product in the same shade, as this product is being discontinued and I wanted to get as many as I could. The wrong shade was delivered. I phoned the helpline and was advised to write an email and take a picture of the incorrect product. Which I did. I had no feedback whatsoever. The time allowed for a return or exchange is 3-10 days. Obviously that time has lapsed now. Some communication, any communication, would have been appreciated. I tried to order 3 more of the same product in the same shade in the meantime, and it seems to be out of stock now. I wanted to go to a Foschini store before lockdown to sort it out, but I am a registered nurse and have been working very long shifts. I am very disappointed that I received no feedback of the way forward, and it now seems that I will not be able to get the correct product I am looking for at all, even though it was available at the time of my order.