Box of the shoe damaged...return declined

Very disappointed with Superbalist service after being their customer for years and years. I bought the sneakers order (***)when it was delivered I immediately fitted them only to find that they didn't fit. I logged a return immediately after a week of collecting the item they told me that they can't accept my return because the box was damaged. My question is how would I damage anything knowing that I was returning the item.How many times have I received shoes and sneakers not packed in a box? Did I ever complained or send it back to them because of the box ? What is also concerning is the they don't care at all as they are not giving me any other options except that they sending the sneakers back to me the sneakers that I can't wear,is that how you treat your customers?this will now be the money lost for me. Are they forcing us now to keep items that are not fitting? Please sort out the box issue with people doing packing and the one collecting and attend to my issue at hand.