SHEIN has my returned parcel since 03 Oct but refuses R552 refund

Order *** R552 Parcel *** PAXI *** Itsoseng never arrived. DPD tracking shows 02 Oct *** Returned to sender and 03 Oct 14:22 Delivered to *** Johannesburg - SHEIN has my parcel since 03 Oct. I went to Pep Itsoseng, no parcel, no PIN. SHEIN ticket *** closed 11 Oct by Grace saying cannot accept evidence. But tracking proves SHEIN warehouse has it. I want refund R552 to Capitec card ***. Account ***