The Kooples - difficult to return online items to a shop

I ordered a jacket from The Kooples website and had it delivered to a London store for convenience. When I visited the store and tried the ordered item on, I didn't like the fit and wanted to return it there and then. However I was told that the particular London store I'd received my item at didn't take sale returns from online. I was told that I needed to go to another branch. I was shocked that I had to somewhere else - apparently only a couple of their several stores in London take returns. The staff weren't able to give me the full address of the nearest one, just give me the road name and describe how to get there. So off I went on foot for 10-15 minutes. When I arrived, the member of staff at this other store told me that I needed to download and fill in an online form to return an item purchased online so my journey to the other store was a waste of time anyway. I was exasperated. I trooped home with an item I knew I didn't want because they make it so difficult to return online items when you've received them at some stores.