Disservice by Zando to customers.

I bought sneakers online for my brother in December 2019, upon delivery I did not like the fabric. I requested a return on their website on 20th December, that's where I received a return number was informed that couriers will collect item in 2-4 days. I made several follow ups on email, their phone never goes through. I'm writing this review on January 22 in 2020,the item is still not collected and I don't get any replies to my emails regarding this transaction anymore. I am very disappointed by the level of ignorance and disservice from Zando. I have been their customer for years and now I don't think I'll ever support their business or recommend them to anyone. There is a lot of competition and I've been loyal to Zando but for this I'm gone. I don't want the item and I believe as a consumer in South African I have every right to purchase items and return them for refind if I'm not happy with them.