I bought school shoes online through Toughees website on 24/12/23

I bought school shoes online through Toughees website on 24/12/23. I received the shoes on 3/1/24. On 4/1/24 i tried calling their office but without success. I submitted a online return request and ordered a bigger size school shoes. On 9/1/24 i phoned Toughees and was informed that they cant assist me.... If i submitted an online request i must wait until they phone me to arrange collection of the item. I once again submitted an online return request. Up to date i have not heard anything back from Toughees in respect of the return. Also havent received my new order - i am not receiving updates on the progress of the order. Online it confirms that this order is awaiting fulfillment??? Poor service! If i struggle to get an item returned how long will i have to wait to get my refund!!!