If you read other reviews on the web you will see this kind of problem echoed many times. I had a similar experience.

I purchased my wedding shoes on oct 31st, they were not right so requested a returns form to send the shoes back. They emailed me the form even though I asked for this to be posted. I returned the shoes via my local post office on November the 12th. In December I emailed and requested a refund and an update as to where the shoes had disappeared to. I have emailed more than 5 times and only had one response. I emailed them back the other day after being ignored for well over a month, and gave them 24hrs to get in touch. They haven't been in touch despite threatening to register an official complaint. I need advice as to what to do next please. I am angry, stressed and out of pocket and cannot purchase anymore shoes until I get the refund of £55