Urbanic — Return Cancelled

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I had placed a return on my order which was scheduled to picked up on 2nd July. The delivery person informed me later than night, that it would be picked up the next day. When he didn't pick it up, I raised my concern to urbanic chat support. They asked me to wait for 24 hours and them some more.
Now my return is cancelled and I cannot place it again. The chat support is utterly unreliable. I want my refund and the parcel returned.