Cheating clients

I ordered four items of clothing online from an international company called Veil in Brunswick in the U.S.. On receiving the items, I found that one of the pants was damaged. I emailed the company requesting a new item or a refund but have not heard from them. Their online return/exchange portal rejected my return. I bought the items at great cost paying custom fees as well as courier fees on top of the actual costs of the garment. To ignore a customers request to attend to a damaged goods that was sent to them is fraudulent. It’s highway robbery. Poor business ethics. I would not advise anyone to buy from them.