SAPO lost another one of my parcels

rj***za parcel was posted on 2015-12-4 and has still not arrived at destination. parcel value is 50USD. how do i get a refubd for my lost parcel? its impossible to phone EMS as they just dont answer their phones. also theyr website is broken so impossible to track parcel online or even submit an enquiry. my local post office just say they cant do anything and EMS has to refund me<br> francois