Julia Hong Kong Julia They won’t exchange 2 pairs of shoes for a smaller size Hong Kong New Territories

I bought 2 pairs of sandals from a add on FB. They arrived several weeks later. The size was too big. I asked to exchange them for a size smaller.  As requested I sent pictures of the shoes and my foot in the shoes.  Julia replies that they're supposed to be loose.  She can't judge the fit or feel from a picture. Although there was obviously too much room for my feet. She will not give me a mailing address to make the exchange.  I saw one other person with the same experience.  Wished I seen it before my purchase. 
JT