Zalando complaint: not giving refund

Hello my name is Lijana, on 30 of May i have returned one item of my entire order. i have dropped item ant Evri dropping point( always drop off there). So after 14 days i haven’t received my refund, so contacted Zalando, they sent to me forms to complete. i have completed them, sent back. after few days no answer from Zalando so called them to find out any updates. The answer they give is case with higher department, and that they cannot do anything anymore, because they need to wait for an update. So couple of days waiting again, and still nothing, calling again and again the same answer we need to wait. Calling again and now they saying they will check what happening and they will get back to my by email. So next morning i am receiving email stating that my order is at warehouse for 14 days now, and she need to find out why my refund is not been refunded. so waiting again few days, calling again, and now been told my parcel is not in the warehouse,and she doesnt know why i was told so, so she will send for an update from higher department to find out what happening with order, So after that 2 weeks no update from Zalando, called today 04072022 and was told that there is still no update from them. its a shame that such thing happening especially when was ordering from them for 5 years and never had such issue with refund, now i am afraid to buy again, because is item doesnt fit and i will have to return an item its gonna be the same problem like now, and my money will be stuck for long with them