Zando

I've ordered shoes from Zando and paid via my ucount awards. When I received the shoes it was too small so I logged a return with them. I wanted the bigger sized, but when wanting to pay again the ucount points were not refunded. U count customer care then notified me that the points are not refunded but that I have to buy for the same amount, but when wanting to do that I did not know how to checkout. I've send Zando emails and phoned, but when phoning it puts me on hold for more than 20min and my emails is not answered. I'm not happy about this.