[Gearbest] I asked about customs, now item is stuck in customs, what do I do?

[Cyrics]

[Gearbest] Before & after shipment I asked about customs, now item is stuck in customs, what do I do?


I ordered a phone on Monday, 10 April 2017.

I contacted Gearbest through facebook and their website before and after shipment and I asked them if I have to pay customs
They always replied with huge delayed automated answers with their rules & conditions and they did not provide me any specific answers

Here are the screenshots with our full conversation:
(If text is blurry, you can download them, zoom in and read)

https://postimg.org/gallery/32r0lt906/
https://s26.postimg.org/owztgpmh5/Firefox_Screenshot_2017-04-19_T10-42-05.269_Z.png
https://s26.postimg.org/h5j3i5ibt/Screenshot_1.png
https://s26.postimg.org/dzyhrxzpl/Screenshot_2.png
https://s26.postimg.org/7arybxedl/Screenshot_3.png
https://s26.postimg.org/vfsntmyo9/Screenshot_4.png

As you can see I also asked if it was possible to contact DHL and cancel the postage and change shipping method
The only thing they said was "There is nothing we can do", Making a phone call wouldn't break them a leg in my opinion


Today, Wednesday, 19 April 2017 I was contacted by DHL, they told me the parcel is stuck in customs
and I have to pay 54€ for customs handling and 24% VAT of Phone's price, total cost 124€

I asked DHL if I refuse the package will I, the buyer/receiver or the seller/sender pay any additional shipping charges or customs, they answered
No, neither the seller/sender or the buyer/receiver pays anything, there is only one condition, the seller/sender has to accept the return.

Immediately, after talking with DHL, I contacted with Gearbest again, for another time they answered me with Automated copied text.

https://s26.postimg.org/k4q059rt5/Firefox_Screenshot_2017-04-19_T11-02-44.416_Z.png

All I'm asking them is to agree with the return and resend it with a different shipping method, I still want the phone/item and I'm willing to pay for shipping costs as well, a simple additional service, nothing more, nothing less.

As a buyer do I have the right to refuse the item and ask for a refund (minus the shipping costs)?

[kernowlass]

@Cyrics

Sellers are not expected to know the customs requirements of every country in the world as it varies country to country.

If you are importing goods into the UK then its up to you to know about those customs regulations.

However found this about Gearbest  >> so if its not FREE SHIPPING then it would be subject to a customs fee.

Customs

• European Warehouse: Located in the UK.: products are not subject to customs.
• Flat rate shipping: posts. This is the default free shipping method. There is possibility of customs if the parcel value is above 20£. We suggest to select this shipping method only if is way cheaper than other shipping methods.
• British Express: OneWorldExpress. With this express you may pay customs for orders above 20£.
• Expedited Shipping: DHL. Fastest shipping available. Subject to customs if parcel value is above 20£.

European Warehouse

The european warehouse is located in Manchester, UK. All parcels sent to any UK address from this warehouse are subject to free shipping. All the products are in stock with immediate shipping. 24-48 hours after the order, you will receive your parcel. No customs: all products are already in the UK and not subject to duties.

[Cyrics]

However, as a buyer I have the right to refuse the parcel amd get refunded, right?