December return and refund

I bought 2 pair of sneakers on 14th December only to find that the size is small I requested for return and refund telephonic and the lady did not capture my request I called as my son's had wear the sneakers for December I had to buy from other suppliers as Zando failed me ,on the 22 I phoned for follow up I was only told then nothing was capture the lady loaded my return and refund request the problem I am facing is that the sneakers are still not collected since from December can Zando attend my request