*** return process

I ordered a few items from zando for the first time. I usually use superbalist but decided to give it try d now I regret it. I was so annoyed by the delivery process of delivering each item separately for the same order. Yeah I got over that, when my shoes finally arrived they were the wrong size. I immediately filed a return request on the app. 3 days later I hadn't heard from anyone so I contacted support from the chat. I was told they would arrange for a swap with the supplier. A week later I haven't heard anything so I contact them through the app again Nd I'm told they will check with the colleague. Next day I follow up and they tell me there no return request logged. I tried following up again and now they sent me an email saying my return request is after the 14 day window! ***?! I'm so ****ed because this is something so simple and they have decided to leave a bitter taste in my mouth. I just want to swap shoes ffs how hard can that be