Poor service and refund policy

Very poor service. When I ordered the shoes, the service seemed ok with loads of messages confirming and thanking me for my purchase. Then the delivery took quite a while but I thought it was normal because we are in the middle of a pandemic. I received the shoes but unfortunately they did not fit me and I had to return them. I paid for the courrier and shipped the item back which was received. However, 10 working days later my refund has not happened. Nobody picks up the phone when I phone them and my emails go unanswered. It is very frustrating as it is quite a lot of money and one should expect a better quality service when selling items in this price range.