Toughees you can do better

I bought two pairs of school shoes and they were delivered within 3 days (order number 51943). However, the issue started when I requested for an exchange. The courier company (internet express) came to pick the shoes on the 21st of April 2026 and there is no update from Toughees or Bata shoes. I am so disappointed because my child is now going yo school with torn shoes. If this reaches toughees please respond. I am calling and when I am supposed to get transferred to exchange department the call is no longer answered