Their return Policy is a struggle

I ordered a dress online, it is big, and I want to return it. It has been a struggle to do this. I have been calling and emailing Puma to no avail. I went to my Puma profile that I use when I buy every time I buy from them and logged a return, it requires me to choose the order that I want to return from the old orders that are in my profile which the latest is not there and there is no option to enter the order number. I called one of Puma's stores and told them my problem and they told me to call the online store and they gave me the number. I have been calling that number for days now to no avail. No one answered that number it just took me to voicemail and I have been leaving voicemails yet no one contacted me. I only got one response of one of the emails in which they gave me the link that they said I should use to log a return which takes me to the same place as in my Puma profile, the order number that I want to return is not in the list of the orders that are there and I explained explicitly to the email that I sent to them. I am unhappy because I wanted to wear that dress on the 3rd of June on my trip to CPT yet I am still stuck with a dress that does not fit me. This is appalling.