No urgency in assisting

I Ordered a travel mug and received it on the 18/02/2025 ,the mug was a birthday gift for my son for the 21/02/2025 The straw was missing and the top part of the mug is cracked and theres a scratch down the side of the mug ,you can clearly see it was damaged before it was thickly bubble wrapped ,how can they send a item that it damaged and has short parts to a customer . I've sent numerous mails regarding the mug but the store(Rustunberg) that the travel mug came from was supposed to call me and sort out my problem .Today is the 4/03/2025 and I am still waiting for the phone call . When I sent the mail I stated that I am not able to go and return it to a store because the identity stores are far from where I live and from where I work and that is why I do online shopping , and I am not paying a courier fee again for a item that came damaged its unacceptable. order o*** . The same way the item was delivered ,can you please assist in collecting the item again so that I can be refunded .