Don't know about Spain but in the US you can call Amazon customer support on phone. Amazon does not advertise the phone number but Google search returns it.
Try googling for Amazon customer support phone number in Spain and call them.
Try googling for Amazon customer support phone number in Spain and call them.
Apparently Amazon believes I'm supposed to spend a full month at home waiting for a company whose pickup process for amazon returns is broken or no longer exists, and THEN pay for the privilege.