Hooverkcks quality issues, return/exchange policy unfair New York Internet

Prior to ordering the Hooverkicks I contacted customer service to determine the best size to order for my daughter. She wears a size 5,  the website strongly suggests ordering 1/2 bigger  but doesn't carry 1/2 sizes.The customer service rep instructed me to order a size 6. We received the size 6 and they were entirely too big. No returned instructed included in the box therefore I had to logged on since a request to exchange and way for return instruction which is inconvenient. I contacted customer service to have the shipping wave since I was instructed by the customer service rep to order a size 6. I was informed the return shipping is the customer's responsibility even though initial shipping was free. I'm not sure why I was penalized.  In addition, the gold buckle on the shoe was shipped bent.