Terrible service with a return

I purchased a jacket online which did not fit and arranged a return within 2 days of receiving it. The item was collected from me, and according to the courier driver, it was delivered back the very next day.

It has now been 3 weeks, and I have yet to receive my refund.

I have contacted both the store and head office multiple times, and unfortunately, I am receiving conflicting information from different staff members. I have been told that you have the item, that the refund is being processed, and alternatively that you are still waiting for the courier to deliver it. This is extremely concerning and disappointing, especially from a brand of your reputation.

What is most frustrating is the lack of clear communication and accountability. I am repeatedly placed on hold while staff "check notes," yet no one can provide a definitive answer or resolution.

Please can you urgently investigate this matter and provide me with:

• Confirmation that my returned item has been received • The exact date my refund will be processed • Proof of refund once completed

If this matter is not resolved promptly, I will have no choice but to escalate it further through the relevant consumer protection channels.