Toughees bad service

I bought school shoes from them on pay just now and when the shoes arrived on the 2 nd January 2025 the shoes was to small for my boy and girl so on the same day i request a return or refund on website the shoes was collected to send back to toughees and ever since then with numeris emails and facebook messangers no refund no shoes all they send me on facebook messanger is: Hi Elzahn. We are truly sorry for the delay. We have escalated this to the team that handles all online store queries as they have direct access. That was 22 January 2025 and eversince that no word from the no shoes no money i went and buy my kids other shoes