Ajio.com - Package never picked up

I have placed an order for * pair of shoes which was not a good fit. Hence I have created an exchange. The exchange product never got delivered and the delivery partner kept updating the false information as customer unavailable or refused an exchange. Later I requested for the product to be returned as they were unable to deliver the exchange. I was informed that the exchange items need to reach the warehouse first then they can create a return for the original product. I told them that during this process my return window will close on that I was told not to worry as it's not my fault and the manual return will be created since May *nd week till July *rd week. I'm getting a *-day pick up a promise from every single person. I call and speak to in Ajio's customer service.