Reclamo N° 211351

Hi! I live in Switzerland and I have a problem with yoox : they sent me a dirty and damaged staff without retour form, so i cant returm this article. They dont reply to my email ( since 3 weeks). In addition I did an exchange and they neither reimburse an amount nor sent exchanged article. And finally I found 2 transactions to yoox from credit card but I never orderd anything on this dates and in these amounts. All this past one month! What happens with them? Can we do something? Thank you in advance! Regards, Anna