Bad service

During December I bought a skirt in Zara store in Santon and wanted to return the item in January at East gate Zara I was told they can't help me I should go to Santon ,I mean I stay in Bedford View and I must go to Santon to exchange the item ,they tried explaining their store policy but I couldn't understand.The manager took my details and said she call me with feedback but till this day I am still waiting for any respond .i got such a leam explaination