Hmm I feel their responses are as automat like as ever. I recently received a jacket from a different brand than what I ordered (it should have been Helmut Lang, but was actually a Chinese counterfeit brand named "Helmut-L"), so i sent them a message with a photo of the label tag, and this was their reply:
After no less than 6 messages back and forth I got all my money back though.
Just return. I have contacted yoox customer service few times and have nothing but good things to say about it.