Online purchases from Shoe City sucks.

I made a purchase online and realized I selected the incorrect product. I then mailed the support immediately to ask if they could assist with changing my order. They said they could only help if I was changing the size or colour. I was also told that they cannot cancel my order either. Two emails later they canceled my order and started the 'refund' process. This was on 13 April. It is now 4 May and they have asked for a bank statement which I have given them and still no refund. Apparently it takes 7 to 10 working days and I get that there were public holidays. I have not counted these days. Why is the accounting department and process support so ***********?