Zara's **** online return policy

I bought clothing online from the Zara sale as Christmas Gifts. They guaranteed free return via Postnet within 30 days. On 27 December after Christmas I logged a return and was told that I would receive a waybill via email within an hour. That email never arrived. I tried at least 5 times via the chat option online and each time spoke to bots like Jia and Charlie who said they had re-sent the waybill and I would receive it in the next hour. Each time I had to give all my details all over again. The waybill never arrived. I then emailed the email address on their website contact page with all the details and a long explanation only to receive a mail back saying that the email address was no longer in use. For 12 days I have been give the run-around and been forced to reproduce all my information and still have not received the waybill as repeatedly promised. As I currently have Covid I cannot return the item in store and will have to ask a friend to take it to postnet. 30 days is up this week and there is no way to contact a human being via the website. You are simply sent from pillar to post. When you go to log a return the free postnet option no longer comes up. Zara appear to be avoiding the postnet option at all costs and want you to go instore. In desperation I phoned the V and A Waterfront Store and told the manager I would be going in with Covid today as I was not being given any other choice. She said she would get customer services to sort it out. Customer services called me and asked me to check my mail. There was a mail with attachment from them so I confirmed I had received it - only to see that it wasnt the waybill but rather a receipt for my order - that I could print online at any time! I phoned back straight away and nobody in the V and A store remembered talking to me. I spoke to a different manager who told me to take the package to post net. She gave me their address at the Waterfront and said I must go and pay R99 to return it via Postnet! This is not what is advertised on their website. It should not be that difficult to return something as advertised - for free. Zara have given me the runaround for 12 days now. Eventually when I said I would come instore with Covid and return it if that was the only way they phoned back and said I would receive the waybill within 48hrs! Basically Zara have done everything possible to force me to return the item instore. I have been made 6 unkept promises via their so called customer service chat, been stonewalled by their non-existent customer contact email address (published on their website) and have now been told by the same manager who told me to take it in and pay at Postnet that I will be getting the correct document - the waybill within 48hrs. I won't be holding my breath as those promised within an hour have not arrived. I wont be shopping at Zara again. This has caused me untold stress while being ill with Covid. They simply don't care - in fact they are going out of their way at this point in the epidemic when infections are at their highest to make people go instore! I can't be the only person who has had this experience. Shocking service but totally ********* too. Shame on you Zara. I would love a response from them but unfortunately the only email address they publish is out of service! One person has actually tried to help me - thank you to Thembi at the V and A store. She has tried although it is not her job to handle online queries.