Faulty boots yet i am not getting any help to return them

I bought one of their expensive woman's boots online on the 19th of Feb 2025, trusting the brand, I did int even look at the boots since i thought the boots were perfect. On the 3rd May i then decided to wear them since i am going to a friend's wedding. the boots had a factory fault, the stiches on the right side were not properly made. I then decided to chat to one of the consultant on their chat line. I gave them y order number and my email, to my surprise they kept saying that the cant assists because my email address doesn't exist, which s the same email address they used to send me confirmation and updates about payment and delivery date. Now i'm stuck with the boots that i can't even wear and im not getting any help at all. All i want is to return the boots and get a perfect pair.