Returns Policy Problem

I placed an order with Planet54.com, my first with this online store. I purchased a pair of shoes and afew other goodies. I used their size guide to determine the correct shoe size. Unfortunately when I received my parcel, the shoes were too small. I called them and was informed that the incorrect size carries a return charge. The only reason I didn't get charged for the return is in my order I stated a particular variety of another item and Plant54 sent me the wrong item so it was their mistake. I received confirmation that they received my return on 16 October but have had no correspondence from them. I even sent an email yesterday (26/10). And today I find that their call lines don't work so can't even follow up on the refund. I don't think I will purchase from them again because of this return policy. I would rather stick to the places I can purchase online for but return if the item doesn't fit without cost to me. The only reason Planet54 gets 2 stars instead of 1 is because of the call centre agent that assisted me (Romeo). Definitely not happy with my first encounter with them. Hopefully a response is forthcoming soon.