They don't treat returns as great as new purchases, you have to always follow up

I bought 2 bags from my runway, received them on time, but didn't like the quality of the other bag, logged a return request, they said they'll arrange with their courier company DPD laser, the day for the collection came and later that day I received an SMS saying the driver came but found no 1, I called them a week later to understand why they didn't call me if the driver was there because I was home.

They then said the driver couldn't find the address, I asked how because they didn't even call me, I didn't really get a proper response but they promised to rebook the collection. It's been over 3 weeks if not more and I have never received a call saying the driver is getting lost or can't find my place.