INCORRECT ITEM DELIVERED

On 4 Dec I placed an order for a specific item I wanted to wear to a function on 6 Dec (Order # ********** ). I received package timeously, however, my item was not inside. I called, was told to take photo's and email -which I immediately did. I received an email a day later requesting photo's - which I sent again. I also requested a FULL REFUND as I was not responsible for packaging the incorrect item and my function had come and gone! On 11 Dec I got a email from another consultant saying that they could not refund delivery cost and I must send my banking details. Ridiculous that the customer must be punished for shoddy packaging and I said so. To date I have heard nothing further AND the incorrect item is STILL in my possession!!