I just contacted Zando a few minutes ago. And Natalie made my evening.
I contacted them to return a dress which I received yesterday as its way too small, she was very helpful and she informed of all the following steps that were going to happen before the refund happens. Within a minute of speaking to her, I received an email from Zando saying my request is been worked on.
Natalie you are a star, you made my evening. Keep rocking gal.