I bought 2 pairs of shoes at Zara shop

I bought 2 pairs of shoes at Zara shop. The same day that my parcel arrived opened it and found out that one pair of shoes is faulty. The following day I contacted them asking for exchange and gave them all the necessary information,few days later they sent me an email that they cannot refund or exchange shoes ( it still got copy of that email) what is paining me most is that I never wore the shoes, the price that it’s still attached