Consider return items

I bought water bottle, I was so glad to see their quick response and commitment in delivery agreement big up to that. I the got disappointed when the bottle was fault. I than followed return policy and it was collected in the 24 November. Got an sms conforming that it will be changed asap. I am so disappointed because from there Nothing has been said I ve been trying to get hold of them but no luck. Did try the tracking system it still shows that it was delivered. I think the return process is very slow and considering that there was a special need to buy the certain item so it is very important to delivery as agreed. The sms said they will be in touch within 2 days but now it is more than 5 days of waiting