[mothered]

Another email, another same answer that they waiting response from relevant department.
There is something I can say to make them faster?

They're not Ignoring your emails, which Is a positive sign that your claim Is being assessed.

Ask them If they have an estimated completion date and to serve as a reminder to speed things up, say that the Item Is needed for a gift. It doesn't matter whether It's a refund or replacement you're after.