Disappointing online shopping experience - zero online support

I've always been a fan of the Forever New brand, but unfortunately, my latest shopping experience will make me think twice before ordering with there again.

I prefer to shop in-store, but since closing many of their Cape Town branches, the remaining stores make it inconvenient to visit in person. I'd ordered a pair of shoes online, and upon ordering I immediately realized I'd ordered the wrong size by mistake (admittedly my mistake). I straight away emailed their 'contact us' link to ask them to update the size, however, I received no response and the order went out later that day with the wrong shoe size. I have since emailed their only other contact email and have received no response on how to arrange a return. Their website stipulates that the customer must arrange a courier out of their own pocket (after already having paid a courier fee up front and a mistake that should have quickly been corrected if they had the correct systems in place). There's also no way to log a return on their website, so I'm going to have to go in-store in person, wasting more time and money. It's really quite shocking in this day and age of online retail to have such poor (read zero) customer service. Such a pity as I truly love the style and quality of the clothing.