Refund not received despite e-mail accepting returns

I returned my order via DPD, tracking number 001155453 which you received on 14.12.2020 at 11:36.
10 phone calls to your support centre and no refund. I eventually received an e-mail confirming the return and promise of a refund on the 16.1.2021, to date and more phone calls we haven’t received the refund.
Please can someone take the time to reply to me and provide a refund.