Highly disappointed at replay store

I'm awfully disgusted by replay I ordered a pair of sneakers online for someone in Australia and they happen to be too big for the person I bought them for. I ordered for them to collect the sneakers so that I can place another order when they are collected with the correct size. They told me that fedex will come and collect the parcel but they did not come. I have been speaking to fedex and they know nothing about the collection and I have been sending emails to replay but still I have not been assisted and the sneakers are still not collected. I am in China and not in Australia and that is why I ordered for them to collect since it will be easier.