Oysho Order Not Delivered; Return Process Causes Grievance

On September 27, I purchased a double-collar, neoprene-look jacket from the Oysho store at Bursa Sur Yapı Marka Mall in Bursa by placing an online order through the store, as the product in my size was not available on the sales floor. On September 28, I received an email stating that my order had been shipped. However, on September 30, I was called and informed that there might be a delay with the delivery. Since the order still had not been delivered by October 2, I contacted customer service via online chat and spoke with a representative named Yasemin. She informed me that the product would not be delivered and that the order could not be fulfilled. If I had not followed up myself, no one would have informed me of this situation. Afterwards, I received another response that I found even more unreasonable: I was told that I had to go to the store to receive a refund. I did not cause this problem, yet I am being asked to travel to a distant store. I find it incomprehensible that a major brand like Oysho, which is part of the Inditex Group, is unable to provide an online refund to a customer it has inconvenienced. When I asked for the same product to be sent to me again instead of cancelling the order, this request was also refused. It is unacceptable that such a large brand cannot resend the same item to a customer it has let down in this way. Since the store is very far away, I rarely visit it, and I do not want to travel there due to a problem that stems entirely from Oysho. My order number is 60097410336. I kindly request that the amount I paid be refunded to my account online or that the same product be sent to me, without requiring me to go to a distant store for an error that is completely the brand’s responsibility.