Cilory — pickup not made by cilory

I had ordered two dress items from cilory site. Order no is 2399332. On 4th dec i requested to return it and request was accepted according to the terms and conditions of the site. From the same day i' m receiving msg "dear customer, pickup of your return shipment from cilory.com will be re-attempted on 05-12-19. Please keep your shipment ready." but till today no one has came to collect it. While contracting with cilory team got very negative response and they told me to send it via courier service to them and that was not in their conditions when i ordered it. So please solve my issue and ask them to collect their item and refund my money. Attaching order' s screen shot and msg of return pickup.