Zara returns request...

Bevc

I bought a jacket for my daughter on line from Zara. Relieved confirmation and dispatch email no problem. Jacket was del8vered but was too small.
I followed the instructions on email invoice for the return. Gave all details and chose the collection service.
I immediately received confirmation of the "returns request". Which stated further directions would follow via another email.
No 2nd email received so I phoned the customer care number given. They said they may have wrong email address, even though I had 3 emails already from them. However they checked the address and apologised stating theye would resend the instructions.
Once again I waited ....still no email. Phoned again told the same thing.
The last time I called was 2 weeks ago as I have been away and still no email.
I phoned again today to be told I could not return the item as I am over the 30 day limit as stated in their policy.
I believe that they are at fault as I made the return request within 1 week of purchase and they are to blame for the delay. I was told they had only had a log of one of my calls. And that I should have called again when I hadn't received the email, therefore it is me that's at fault.
I asked to speak to manager to be told there was no one else to speak to. I was then spoken to in a very patronising manner with the returns policy repeated to me.
Am I wrong and am I entitled to a return with full refund.

Bevc

Please excuse spelling mistakes . Predictive text at work lol

gettingtheresometime

Have you checked your junk folder?

Bevc

Yes I checked my spam folder and even searched through old emails etc x

unholyangel

Did they not provide a cancellation form/details on how to cancel by email when you purchased? Specifically, they're supposed to tell you:

(l)where a right to cancel exists, the conditions, time limit and procedures for exercising that right in accordance with regulations 27 to 38;