ZARA incompetency or is it staff theft??

I ordered and paid for items from Zara Online Store, and as per theri written policy, was able to return the items that did not fit. I have a return label generated on 13 August 2021 and I dropped off the box with 3 expensive items at Postnet on the 14 August. I enquired why I have not received my refund, once of Zara agents said that the Zara warehouse only received the items on the 24 August 2021. Its 1 September and still I have no refund. I've been told that the case is under review. This is theft and downright unacceptable. I have the pickup date and time for the item by Aramex on 14 August 2021. So I'm not sure why I have to wait for their incompetency and a worry is that I will not get my refund ??