SHEIN Customs Hold and Unprocessed Refund

I made a purchase using the SHEIN app and unfortunately, my items got stuck at customs. I asked for a refund, and after a careful evaluation, I was notified that the refund would be handled. Unfortunately, it's been more than a month since I made my request, but I still haven't received the refund. The order status on the app hasn't been updated for a month either.

I would like to request a prompt refund of the ₺11,000 that I have paid for this order. Kindly assist in resolving this matter promptly.