Farfetch Ignored My Return Request While My Items Sit in Customs

I purchased two pairs of shoes from Farfetch seven days ago. One cost 274 €, and the other cost 629 €. Three days after placing my order, the shipment arrived at customs, but since then the items have been sitting there with no clear updates about the process.

I submitted a return request through Farfetch’s app. After that, DHL and UPS informed me that they contacted Farfetch, requesting the items to be picked up from the customs warehouse and returned. Despite this, Farfetch has neither initiated the return nor provided any information about additional fees or the steps I need to follow regarding the products waiting at customs.

Since there is no customer service line in Turkey, I opened a support request via email. I received a confirmation that my message was received and that they would get back to me, but it has been a while and no one has responded, and the issue remains unresolved. At this point, my items are stuck in customs, and I have no clarity about the money I paid.

My request from Farfetch is for the two pairs of shoes currently waiting in customs to be collected by the shipping companies from the customs warehouse, for my order to be fully canceled, and for the total amount I paid to be refunded to me in full. I also expect clear and timely communication throughout this process.