poor service

i received my order on 07/01/2021 before 11. i was informed if you log a return before 11 collection would be done the same day. called again 08/01/2021 and i was informed it would be done same day before 15;00. 4 DAYS later and the parcel is with me, its my daughters birthday tomorrow and i want the exchange to be done today or else refund me back my money