Trying to return damaged goods

I received the goods I ordered from the online shop on Monday morning - the togbag zip gets stuck and the underwear damaged. I have to return it via courier (nowhere near a shop) - phoned on Monday and the lady that assisted mailed me to say she organised the courier service to collect. I went online and did the necessary for the courier service to collect. On Wednesday I still had no contact and emailed them again - was again told that they organised the courier service. I called this morning (Thursday) and again was told that they have emailed the courier service and will get back to me. It is now Thurs pm and still no contact from the courier service re collection. DONT use the online service - they clearly stall in collecting and refunding for damaged goods. Will in all likelihood charge me for the shocking courier service as well aside from the fact that they sent faulty goods!