Incorrect shipment and delayed returns process

I placed an order with Superbalist(Order number: ***1 for a pair of shoes.Wrong items were packaged, I immediately logged a return while at the depot.Only to find that they cannot see my return on their system however on the app it says I can drop off.Now I don't have my goods and my return cannot be processed and I'm sitting with someone else's goods(Female clothing).What next?? Going back and forth is also not a pleasant experience and I'm extremely unimpressed that I have not recieved what I order