Truworths online order

I ordered a cap in the online platform and paid the delivery fee. It was delivered with the security tag (anti theft tag). Ive emailed, WhatsApped, and called for help. On the WhatsApp i was instructed to take it to the store to have it removed. Which i feel unfair. Me going to the store defeats the purpose of the online platform. And unfair that I paid the delivery and need to pay again to go to a store to have it removed. I am waiting on a call from them to confirm if they gonna pickup and sort it out