Max Mara complaint: Returned a skirt back and still waiting for refund

I placed an order Dec 2020, I asked for one item – a skirt to be returned back to them, they send me an approved returned email and UPS collected it in January 2021, after more than a month the skirt was returned back to me by UPS due to luck of Max mara provide the correct customs clearance instructions. After calling Max mara more than 4 times and email them, they agreed for me to send the skirt back myself.
So I booked on the 2222021 DHL to return the skirt back to Max Mara in Italy. The skirt arrived at DHL in Italy 2 days later and until today 160321 DHL is waiting for Max Mara to give them customs clearance information.
Calling customer service is waste of time. They take people money and then they will not refund anything. If that was a person they will have been arrested for theft but because is a company in Italy by ignoring returns they can get away with it.