still waiting for return to be sorted , over 10 days

hi, we purchased goods from zando . when the goods arrived they didnt fit, so 5/7 items were returned. Courier came to pick up and we waited to be refunded. Now Zando cant find the package that was returned. I have email the collection request from the Courier this is ridiculous. Get it sorted and refund the money . This is why people dont trust online shopping