Yves Rocher Order Replacement Lost, Refund Request for Leaking Cuir de Nuit Perfume

On September 18, 2026, I placed an order for a bottle of Cuir de Nuit EDP on the Yves Rocher website, using a birthday promotion. The order was delivered on September 21, 2026; however, I discovered that the perfume was leaking from the spray nozzle. I contacted your brand to request an exchange, received the necessary instructions, and on September 23, 2026, I sent the perfume to the specified address with a request for a replacement. This order was placed under the number 5434358. Since then, nearly three weeks have passed, yet I have not received the replacement product. During this period, I have contacted your customer service approximately 20 times via both WhatsApp and telephone. Each time, I am told that the item has been dispatched, but the courier service Kolay Gelsin states that they do not have the package in their possession. As a result, my product is effectively lost, and there has been no clear, transparent, or consistent communication. Following these events, I requested a refund, but this request has also gone unanswered. My calls are not being resolved, and my emails receive no reply, leaving me unable to take any further action. This situation has caused me both financial and emotional distress. I request the immediate resolution of this issue, a full refund of the amount I paid, and a clear written explanation regarding what happened to my product and how this grievance will be addressed.