UPS - Pack

On 11/27/2022, two boxes were sent by UPS, leaving the United Kingdom for Spain, one of which arrived at the destination, and the other was stopped at Duana, documents were requested for release that were forwarded, this box returned to the United Kingdom and then returned to Spain, documents were again requested for release, it was forwarded and after that the box was lost, the tracking update on the website was like a box stopped in Madrid, but every time I got in touch via telephone in the he informed that he was at Customs, after he had returned to the United Kingdom, we called the United Kingdom, they informed that he was not there, and today they inform that the box is as abandoned and we have not been able to retrieve it. In addition, we were unable to request a refund and insurance because we had exceeded the limit for requests through the website and no one helped us.