Good day Response within 48hrs once you send a mail to Identity,but no response received about a mug I've had still in the original bubble wrap ,that must be collected so that I can be refunded for damaged item sent to me

Good day Response within 48hrs once you send a mail to Identity,but no response received about a mug I've had still in the original bubble wrap ,that must be collected so that I can be refunded for damaged item sent to me . Rustenberg Identity promised a courier would come and collect the item but 2 months after I am still waiting. Regards Patricia Francis