Shipment detained in Customs- need answers from Imile

I ordered from Shein on the 20th July 2024, customs was paid shortly thereafter. The last update was on the 26th July 2024 where it stated "Clearance Start". I have emailed their customer care 4 times so far. I called twice, the second consultant told me that my order was not cleared yet as had a lipliner amongst my delivery hence make-up takes longer for clearance. The call was short and curt - when I asked for an sla I was told she does not know! To my surprise, I have noted that other clients of shein are experiencing the same issue with Imile specific to this shipment. I require the content of my delivery for an upcoming wedding this wknd and the lack of service delivery or assurance from the customer care at Imile is distasteful. What is even more concerning is that there is no escalation process other than that of the customer care centre - should management not be involved in resolving the delay at customs!