19 days and waiting for return to be processed

I logged a return of an item which was broken on 26 October 2015. This was logged as received and a courier was to collect it within 3-10 days. <br> <br> I sent a follow up email on 5 November 2015. I received a reply saying there were delays due to a sale, and I must be patient! <br> <br> I sent another follow up email on 11 November 2015 and got no response. <br> <br> I sent another follow up email on 12 November and still have had no response. <br> <br> This was the first time I placed on order from this online shop. Not only did I receive a poor quality piece of jewellery that broke as I removed it from the packaging, I have also had no luck in getting it returned. This does not inspire me to make any further purchases from it.