Shein returning package that has to be collected.

I have a parcel that had to be collected on the 3rd of October and I'm still waiting for them to collect that parcel. I really do not understand what could be so hard about collecting a package that you have already been paid for. Buffalo is just the worst logistics company ever. What is worse is that I cannot even get my refund from shein because this package has to be collected first. Why is this company and it's employees so inconsiderate? Every time you call or email them they'll tell you that it is has been escalated.