Aquelarre Shop

I placed two orders through their website on 10/31/2019 and 11/01/2019 for a total of $***. Because my orders were pre-orders, so I waited till around 12/16/19 to finally get them. I returned the two products on 12/19/2019 and according to the tracking info from USPS, they received two packages on 12/21/2019. I checked back with them about the refund status on 01/14/2020, no response; second email was sent six days later on 01/20/20, still no response. So I found their Instagram account and messaged the staff member that handled the account several times and finally was told on 1/29/2020 that they figured out the issue and had issued my refunds to me and I was supposed to see that refund posted to my bank account, which apparently never happened. As of today, a new follow-up email and several direct messages were sent, still no response whatsoever.
Product_Or_Service: Two pair of boots
Order_Number: *** and