Shoe return

I bought a pair of hiking shoes when we were bound to our first lockdown so I couldn’t go to physical stores. I received the shoe and noticed it doesn’t fit so I tried contacting the new balance support number and email but couldn’t reach anyone. I eventually went out to a physical store when we were allowed to again to get the head office number and an email address to lodge my complaint but I was told that my warranty is out and nothing can be done. I don’t understand this because I couldn’t reach anyone at new balance to fix this issue before the warranty was out