Help

On the 8 of November 2021 sent my mother 2 shirts from South Africa to Liverpool,the tracking number says delivered she then got a letter as you got to pay important duties,she called fed ex they said they must investigate,they left a voice mail.,joke of a service,should of used the post office,they sent her this : Hello Eileen.According to the information we have,our local team has left a voicemail advising that this shipment couldn’t be found and that you should contact the sender in order to file a claim for refunds or replacements.please accept our apologies for the inconvenience this may have caused kind regards,Diogo