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I understand how frustrating it is when you’re looking forward to a new addition to your wardrobe, only for the "click and collect" process to turn into a headache. It sounds like there was a significant disconnect between the tracking notification and what the store staff were seeing Based on the timeline you provided, here is a breakdown of what likely happened and the best steps to take now: April 9th (09:02): The blazer officially arrived at the store and was checked into their system. April 10th: A refund was triggered. Note: If you didn't personally ask for that refund on the 10th, it’s possible the store marked it as "returned to sender" or "uncollected" prematurely because they couldn't locate the physical parcel on the shelf when you arrived.