What is happening with UPS returns?

I bought the wrong-sized magic keyboard just before Christmas and I contacted Apple to return it. From what I understood they were having problems in Sweden with their delivery partner TNT, who they have since replaced with UPS.

I have now been in contact with Apple Support 5 times attempting to return the product. Every time the kind person on the line assures me that UPS will contact me in a day or two to arrange to have my Magic Keyboard picked up and returned and that my money will be reimbursed.

Five times. And UPS has not been in touch. Because of this the return period for my purchase keeps running out.

I'm at my wits end. I've spent over 4 hours on the phone trying to return a product.

What the .... is happening?