Massimo Dutti complaint: Massimo’s omission and lost package

Massimo Dutti WAS one of my favorite brands. I am writing in the past tense, because it have become great disappointment for me. Month ago I decided to order skirt through Massimo’s app. This skirt was with the defect ( I had pointed this item before I returned it). Picture on the website doesn’t correspond to reality. To tell the truth, skirt’s quality, its fabric and quality of welds were deplorable (I have fotos as evidence of my words). But I decided to return it in order not to stir up a conflict. I had sent my package and was sure that I could return my money without any problem. Unfortunately, I had done it without Massimo’s return label, but with recipient’s and sender’s details.
I had been waiting for a week, but nothing happened. I began to call and write to tech support of the website, but my e-mail were ignored. During that week — all talks and no trousers. Now I have neither money nor defective skirt!