gloves too small; still had to pay all shipping

I ordered a pair of gloves after sizing myself just as instructed from the webiste. They turned out to be much too small. After searching the website (no luck), and then making two phone calls and sending an email, I was finally told how to return them. I asked whether the shipping charge would be covered and was assured that it would be. I sent the gloves back and ordered a larger size from the same company.

The reimbursement came but failed to cover shipping. I appealed, but they say this is their policy. Let me reiterate that I sized my hand just like their website instructed. Apparently, this particular glove runs small. How should I have known?

I should have stuck with LandsEnd.