Unsatisfactory

I am very disgusted with Zando. At first I purchased 2 pairs of shoes that were both too big. I immediately requisted returns on the products. The first item has been collected but they declined my request for the return because according to them, the item is not in a resellable condition. I never even wore the shoes! Therefor, they won’t refund me. The second item that was delivered on 6 April 2019. I logged a return the same day, and I am still waiting for them to collect the item. It is 26 April 2019 today.