Broken item and wrong order

I have recently bought a glass kettle and a 12 piece teaset. I placed the teaset order on June 11and it took the longest time to be delivered, when I tracked the order it was goibg back and forth between the courier branches. I received a mesage that it woul dne delivered on Friday 17 June and it never arrived until it came on 22 June. When it arrived it, one of the cups had a chip and another had a huge crack. I have been in contact with Snatcher to have these returned but their process is made complicated that I need to find another box to put the set which came in 2 boxes already and nowhere in their communication does it say how long this whole process and I am not getting any commitment that these will even be exchanged. The teapot I ordered on 20 June and delivery was very quick. When the teapot arrived it was not what I ordered. I have once again notofied Snatcher and have heard nothing back.