Return of parcel

Bought online on the 29th of July had to return the goods because the top was small I did the return policy online on the 6th till today no1 came to fetch the parcel and how will I the correct size as I went in store and I was told they can’t assist and now I need to pay another 250 courier fee is that fair why are they not picking up my parcel I’m so disappointed in their online system it’s nearly 2 weeks now waiting.