Terrible return client experience

I placed an order for shoes for my son. Service was great, shoes delivered on time. However we found the shoe too small and I logged a return for the shoes. That was on the 22nd of July, it's now the 3rd of August. I have tried calling their head office, even called twice today (03 Aug) no answer and hung up after being on the phone for over 10mins. No communication regarding collection of the shoes and it's beyond the advised 2-5 working days. At this point I'm willing to drop off the shoes myself if that's the only solution to take the shoes back and get my refund.