We're sorry to hear that the retailer isn't resolving your issue.
Firstly, it's worth checking our Terms and Conditions. You may also find our return policy useful.
The Customer Escalations team will not be able to help until you have logged into your account and contacted the seller. Please allow 48 hours for a reply.
If you have contacted the seller and they have not responded or resolved your query within 48 hours, you can contact our customer care team here.