Where is my refund!

I wanted to return 2 items. I was given a collection date. Nobody turned up yet they said they couldnt get hold of me. They set up 4 different dates to collect and nobody turned up and not a peep each time. My order now says concluded when I still have everything and I have not been refunded. I cant redo it as according to them everything is done. I emailed them about 10 days ago and I have been ignored.