Delayed delivery- No communication after paying customs

I would just like to understand why the customer care at this company is nonexistent. Your package could be delayed and yet nobody answers the phones. Practically talking to a bot for assistance :(

My order was supposed to come between the 28th and 30th but now my Shein app is saying it was collected by a 3rd Party and exceeds 7 days delivery…what does that even mean? I needed these items for my gate-away and now I might as well ask for a refund because by the time it arrives I won’t need those items anymore. A waste of peoples time and patience.