Not collecting after I contacted them 5 times

I'm not sure how much times i have to contact them before they collect this item. I called them on the 26th February, its now the 4 March. Everytime i call they say they going to log it, not sure what they were doing the previous times i called. Please fetch this item, my wife does not want another size anymore because its taking so long just to fetch it, i just want my money back. Thanks