Pathetic customer service from Polo Online

Received a gift from my brother for Christmas that he purchased on black friday from the polo online store. Due to being away on holiday, I was unable to return the item as it is a really big cut. Numerous emails sent to polo online to 1 vague response of "what is your order number." I fail to understand how such a popular and known brand offers such pathetic customer service?! It's a few days over the 30 days, I have the receipt and I don't need a refund, I just need an exchange for something that fits! Would never recommend anyone to purchase from them as the service levels leave a lot to be desired.