LOVE VELLIES, BUT DISSAPPOINTED

I ordered a pair of Veldskoen Vellies on the 1st August 2019 to myself in Bethlehem in the Free State. It took about 4 days to reach me, which I was very satisfied about, but unfortunately the shoe was one size too big. On their website they mentioned that exchange will be for free. I immediately went onto their website and completed the "form" needed to do same the same day I received it. On their website they have got NO telephone number, only an number where you can whatsapp queries to. I started sending msg from the 6th August requesting how long and who will be collecting the vellies and how long it will take to have time them exchanged, where I was told that I must complete the form on their website - WHICH I HAVE DONE TWICE by then. After various requested, I got one e-mail confirming that the shoes will be collected from y office, which was done on the 13th August. I received no e-mail whatsoever confirming that they received it back in Cape Town after checking Courier Guy's tracking showing it is in Cape Town and till NOW, after more e-mails and whatsapps no reply as to WHEN I will receive my new pair, am I going to receive a new pair, tracking number etc. It feels as if they don't care, they have my money for my first order and now not bothered to get me back my correct size vellie. Please follow up as to WHAT THE PROBLEM is.