Delivery details not updating on website after goods delivered, NO response when quering i need to return goods

Order : ********** 19 placed online and paid on 24.11.2017.

I received a parcel from Zando on the 30th of November. Today marks the 11th of December and they still have not updated my order details to received. Only once a parcel has been received by the customer, you can process the return. I have phoned a few times without any answer and sent mails without any response as I would like to return items. I think this is horrible service to nr1 - not update your system, nr2 - not get back to the customer, nr3 - not even picking up that an item is "not delivered" as per the system. They are supposed to be a respectable company but obviously something is lacking, like service!