A SIMPLE REFUND

Worst service ever from Zando. My shoes were too big so I requested a return , which was collected on the 23/10/2018. So I ordered a shoe in the meantime as I know size tends to be an issue for me with the plan of paying for that shoe with the credit voucher I will get for my returned order. Fast track to today 01/11/2018 still no refund and when I call Zando they tell me my returned shoe was only received yesterday. So I try and explain to them that my order number : ********** 97 will be cancelled in 3 days if payment is not received and the lady on the line tells me that I must just wait . I asked her nicely if she could hold the order till my refund as the shoe is out of stock already and she tells me about policies. this is very bad service as I do not get why it would take so long just to process a return and the refusal to assist with holding my order I find unacceptable.