Shoppersstop.com — Return of a product

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Shoppersstop.com

I had purchased a ladies top from ShoppersStop which I returned due to the size fitting. They initiated a refund, when I had asked for an exchange. The refund has not reached me. I didn't share my bank details so where did it go? I have tried calling the Customer Care, but they keep asking me to wait for 24 to 48 hrs. This has been going on for some days now. You don't expect such things from such a shopping destination. I am so disappointed and will discourage all my friends from buying anything from them.