United Colors Of Benetton — Late refund on return

Returned order at a UPS collection point on 30th July. Rec'd email from IPS with update which showed it failed to deliver returned order as it was 'oustanding at distribution centre' due to failure to pay customs fee. Emailed customer service about this on 8th August. No response. Emailed again today, as to date, no response or refund has been recieved. Order was returned within 14 days of receipt. What is being done to resolve this and when will a refund be processed? Delay and lack of communication has guaranteed that I will not being buying from Benettom again.