Zara online

I placed an order at Zara online during their big sale on the 18th of June 2020. After 2 weeks I received some of the items but 2 items were missing. I sent them emails and they kept telling me the items were delivered. I decided to make my own investigation with their courier service Aramex who informed me my box was sent back to Zara in Johannesburg.

Now Zara is sending me an email saying they have received my return and they will REFUND me mind you the items never came to me!!!

How do you refund me when I never made a return ?? As far as I know a return is made my the person who made the purchase and is made online!! I’m so disappointed and the fact that Zara is not helping and they don’t even have contact numbers. The only way of communicating with them is through emails and live chat which I think is programmed!!! Please advice me because I need the items rather than the refund.