Dear Colinagoodall,
Currently, your return is held up at customs. As mentioned in the previous return instructions, in such cases, we can only receive the package after customs clearance. We are unable to check exactly where it is being held on our side, and can only process your refund once we have the package in hand.
Please be patient. We will continue to monitor the situation and notify you immediately of any updates. If you have a more convenient contact method, you can provide it to us to facilitate timely communication.
We look forward to completing your refund as soon as the package clears customs.
Best regards,
Lin