Defective online purchase – customer service closed my query without resolving it

I recently purchased a pair of shoes for my daughter online from Cape Union Mart. The very first time she tried them on, one of the lace hooks came off. The shoes have not even been worn. I contacted Cape Union Mart Customer Service and also emailed them twice regarding the defect, but I have received no response to my emails. I eventually received a response via WhatsApp and was told to take the shoes to my nearest store with proof of purchase so that they could be assessed. I explained that this was an online purchase and that I am unable to get to a store. I was then told that online purchases can only be refunded and not exchanged, which I am perfectly willing to accept. However, I was given no information on how I am supposed to return the defective online purchase or arrange collection/refund without visiting a store. Instead, shortly afterwards, the chat was closed due to "no response being received", despite my issue still being unresolved. I am not asking for anything unreasonable. The product was defective on the first try-on, and I simply need Cape Union Mart to provide a practical way to return the defective item and process the appropriate refund without requiring me to visit a physical store. I would appreciate someone from Cape Union Mart actually contacting me and resolving this. Customer Service ***