Refusing to do a refund/exhange

I bought an item on Zara online store but it didn't fit due to health and other reasons I couldn't visit any of their stores on time for a return. When I finally managed to go, I was not assisted because the exchange/refund date has expired.I understood that and contacted their customer service because the store couldn't help .They took forever to respond, when they finally did I was told that they could not help me. The item is still in original package and never used and I have a proof of payment but they can't help because of their policy. I cannot believe how inconsiderate they are during this difficult period of pandemic, surely their policies can be amended to accommodate customers. Now what must I do with the pair of shoe that doesn't fit. I don't believe I'm getting this i"ll treatment from such a big and reputable store. Zara you can do better