Bad customer service

Last week Thursday I send a parcel with them to namibia. Just to hear this week it cannot be done because of a importers code. I fetched the package and 2 days now I'm waiting for a refund l. If I call I get the same answer headoffice we waiting for head office. All procedures was taken and documents was sent yesterday 11 I clock today same lame answer head office.

The nr i was given to call same answer

Customer service where is that?

I had to pay immediately now I must beg for my own money