Disappointed in Complete lack of Care from Zando

Always had a fantastic service with Zando, but nothing ever went wrong. Now I bought a pair of shoes for my fiance for our anniversary. Bought it ahead of time to ensure it arrived in time for our anniversary. Based off this, the 14 day return period expired. I reached out to explain that the shoes do not fit. I had previously ordered the same shoes in a different colour, same size which did fit. Clearly the problem sat with the supplier and the make of the shoe. I asked if we could return as they do not fit due no fault of our own. They said no. Asked if I could even pay for the return delivery as the shoes are useless to me. They said no. They say the reason is due to a new system which does not allow them to accept returns. Surely as a loyal customer you could make a plan when you know there is nothing I can do about your supplier producing shoes the wrong size? I would think customer experience is the most important thing to you? If I am even offering to pay for the delivery to return, that does not even put any financial risk on your business? Very disappointed.