takealot not comming back empty promeses

I ordered I few items on takealot when I recieved my parcel on the 6 of I found that one of the packaging was damaged when I wanted to return the damaged item I found that it says out for delivery I then phoned takealot them to rectivy the problem because I cant return the item if it says out for delivery. I spoke to n Nadia she will contact the deliver team so that they can update the deliver status saying deliverd but still no progress. I still cat return the item I was on leave and asked them to contact me on my cellphone no reply yet. all that you get from them is saying someone will contact you but no one does I just got back from leave and still its not resolved. I cant return the item please see below my e-mail just before I went on leave from takealot. . One of our shopping assistants is reviewing your request and will generally respond within 12-24 working hours, depending on volumes