Superbalist not exchanging or refunding me!

Bought a few items a week before I went on leave - items arrived around 5 December 2019. One didnt fit, the other was defective on arrival. I logged a timely return and exchange respectively - the first pick up date was 23 December (which means I logged the return well before the 30 day deadline). As it was 2 days before Christmas and I was fully on vacation, the pick up was unsuccessful. Apparently the second pick-up was also unsuccessful, but my parents never received a call from the gate for any pick-ups whatsoever.

As I left on vacation I neglected to view my emails and decided to postpone the process until I arrived back about 10 days ago (19 Jan 2020). My return and exchange was declined. I cant see how this is acceptable - the return and exchange was logged way before the 30 day cut off, how can that not carry exception? Especially during the festive season when people leave for other destinations.

The items still have their tags on and I wont be wearing them at all. Thats a R1000 down the drain - who has that money to waist. You are certainly losing me as a customer if I dont get my returns processed (as the exchange item cant be replaced because apparently there is no stock left).

Im not trying to BS anyone!

Exchange order number rejected: *** Return order number rejected: ***