Getting refund

[Hovverry]

I ordered a Christmas gift which took a month to arrive. My email chasing it was never answered. When it arrived they had sent the wrong item. I emailed again and posted it back, asking for a refund.
I’ve heard nothing. I paid using my Visa card.
Can I claim the money back from my bank or make the company refund me?

You can raise a merchant dispute via your bank. They won't refund right away but will give the merchant a chance to respond via them and depending on outcome either refund directly or agree merchant will. You'll need to call the bank to do so and ensure they include the dates of the emails you've sent, expected delivery date vs actual and what the items you ordered was vs what arrived.

Did you pay via a debit or credit card? If via a credit card and over £100 you can chargeback as liability is between the issuer and the merchant (section 75). Process can take time but if you have not received the goods and the merchant is non responsive this is your only route. All the best

We were successful with chargeback with a £30 item. Had to attach Emails and photographs showing what was delivered was not as advertised and that we had tried to get a refund.