Zando , unprofessional service!

Hello Peter, I purchased from zando online clothing store. Payment went off on my account and they said payment was unsuccessful. I then emailed them proof of payment then was promised to get a refund with 1-3 days. It's now 10days no response after emailing them again n again for the refund. This is the worst service I've ever had from any clothing shop online and with trying to be reasonable, I still keep on sending them emails only to be ignored. Please can you help.