Undelivered Zara Order – Request for Urgent Resolution

I placed an order on the Zara online app on August 7 with the order number 54290563206. Two items from the order arrived without any issues, but the second part of the order shows as having been picked up by the shipping company in one day. However, it was returned to the warehouse without any notification to me via phone or message, even though it shows as delivered to the warehouse. I cannot reach the shipping company by phone, and I filed a complaint here as well, but it seems we cannot resolve the issue with the courier. I have been communicating with Zara customer service via WhatsApp for days. They keep saying, “Please wait, we will resolve it, give our team time,” but it has been ten days, and I do not understand what I am supposed to wait for. I cannot understand how such a big company like Zara cannot solve this problem. I have not received products worth approximately ₺13,000 but I am required to pay for them because they appear on my credit card statement. Zara customer service ends the conversation without a solution. I am very dissatisfied with both Zara and the shipping company.