My Amazon Turkey Order Stuck in Customs

I ordered a cosmetic spot remover face serum from the Amazon Turkey shopping site as an Amazon Prime member. The product, however, was to be shipped by Amazon USA, which would incur an import deposit fee and shipping costs totaling approximately 2,200 TL. On October 7, 2023, I placed the order, paid the fee, and was promised delivery on October 23, 2023. When the product was not delivered on the promised date, I discovered on October 23, 2023, that I was asked to contact them due to incomplete information on October 19, 2023. When I called, they said the product, which was classified as a cosmetic item, was prohibited from personal importation and was stuck in customs, and that they would initiate a refund. As a consumer, I was unaware of the prohibition, and despite not being the importer (Amazon was), I was left in distress. Furthermore, despite the fact that I requested a refund, it has not been processed despite the passage of more than 14 days. They say the product must be returned for a refund, but it is still visible in customs. Both Aramex and Amazon have shown no interest in resolving the issue. I'm going to file a complaint.