Poor Refund Process

I bought a sneaker with Puma online and it was delivered on the 3rd of October and I requested a refund due to a small cut size issue. The return was done the following day on the 4th of October. Till today I have not seen my refund, when I made several follow ups with Puma online they promised to get back to me and did not. The last feedback I got this morning is that the courier company claims that they have lost the parcel and Puma will process a refund that will see me waiting for a possible 5 days on top of the 13 days I have waited without my refund. I am very disappointed in Puma on how they are handling my refund request. I have to suffer their processes and failures to deliver on their turn around time. I will appreciate if Puma Online can process my refund not later than today.