Italist review: My order return

I have bought a winter coat from Italist last week. Turn out the size was too big, especially the should part is extra big, and material feels like paper on the touch.

I ask for a return. Of course, contacting customer service only get a big copy paste of their return policy. And very odd, they claim when I return, I am doing the importing, so I need to pay the duty and custom. So if I don't return, then, I am not importing? I don't need to pay for duty? The let you click on return, go through steps, then they showed me the final cost of return which is over 25% of my purchase? Is that for real? Sounds like return is a SCAM. And the company is a SCAM by itself. Their return policy doesn't sound legal business to me. And the discount is not that great either. I will never do business with this company. And people need to know their customer service is non-exesitent, and RETURN is SCAM. Online business most important is to allow an easy return, free is the best. Nobody want to loose money online shopping.