Status od order not updated - cannot return item

Whats going on with Zando these days? This is now my 4th attempt regarding this issue. I have lost count of the number of phone calls that go unanswered. I want to return the order I received a week ago on 4 Dec 2017 and your website does not give me the option to log the return as the status is still "Order has been dispatched". There is no answer from you customer care line either! And no response to emails. This is really bad service from zando. Please assist with this request urgently! And I will not be held responsible if this goes over the 14 days return policy period as I have sent the first email a week ago. I will NOT RECOMMEND OR BE SHOPPING AT ZANDO AGAIN!! I hope my query will be resolved!