Lost items -refund of custom fees

I ordered a wig on the 25th of March and haven’t received it even now ,they lost the first package and I did a reship however the status is not moving it’s still tax paid .I have emailed them several times but they are not helping .At this point i dont know if they lost the parcel again or not ,they said I won’t have to pay custom fees for the reship however I paid and now im looking for a refund but they won’t refund me