AliExpress Customs Problem And Recklessness

I went to AliExpress and bought a smartwatch for kids that works with SIM cards. Sinotrans, the shipping company, sent me a message saying that the item wouldn't get through customs and that I should start a dispute on AliExpress. I did what they said and gave them the documents that Sinotrans sent. But I didn't get my money back. I talked to customer service several times, but all they told me was to be patient and wait. Even though I had uploaded the documents three times, the last time I talked to customer service, they asked me for them again and said they hadn't been put into the system. They sell goods that can't get through customs, leaving customers stuck.