No service....

I've done an online order - I've received it on the ont he 22nd of January. There's a few items I want to return. After looking at the return policy, I've decided I want it to be fetched and fully understand that the courier costs will be deducted from the refund. I called the number given, but could not get through. I then e-mailed. Malaika answered me on the same day - the 23d of January. She stated that she would contact the couriers. Later in the day, I get another email stating that online orders can only be returned in-store. I sent the screenshot of the return policy and how it can be done and asked her to let me know why. After this email, she emailed me back to say it would take 14 days and the return would reflect on my Mr P card. I rep**** all good. Later the same day she asked me to give my order number - this was in my first mail ready and also advise which items I wanted to return. I do so. She confirmed she would escalate this to the couriers who would contact me. On the 24th of January, I emailed her again to advise that the couriers had not yet contacted me. She rep**** that she could not give me a specific time or date. I am still not contacted - I am also not sure that she even tried to find out. I've also filled in the "your feedback matters" survey, but apparently, that also did not help. Can someone please assist in couriers contacting me to return these items urgently? Thanks