No collection of return

My husband, logged a return (***) of order *** for Friday, 30 August 2019. Till date no courier company collected his return nor contacted him. He also sent a message and mails to Zando without any feedback and/or assistance. If they can't even collect the return, I don't want to imagine how long they will take to process the refund. Unacceptable and totally unprofessional. Won't make use of their services again.