Where is my refund?

I requested to return goods on Monday 18 September 2017 and the courier collected the items on Tuesday 19 September 2017.

Not long after the collection I received an email from Zando saying as the collection was not done, I must select another day for collection. I then called the Zando call centre and they said I should wait, the email was just an error. After calling again and again, the last I was told on Friday 22 September 2017 is that it shows that the goods are in transit to Cape Town and I should just wait.

It has now been 1 week since the collection and I have not had any change in the order status online and have not been refunded.