Paypal dispute reason for item stuck in customs

[susu22]

I ordered an item from a company which made it seem like it was in the UK (UK in the company title) but return address was actually in China. I returned the item within the 30 day timescale stated on the website at my own expense, with a tracking number, the item has been stuck now in customs for more than 4 weeks and I'm not getting anywhere with the customer service who are feigning ignorance in the matter. Where to go from here? And if I open a case with paypal what dispute reason to use as none of them seem to fit?

[PayPal_RebeccaN]

Hi @susu22, 

Welcome to the PayPal Community! 

If you have been asked to return the item as part of a PayPal case, I would recommend getting in touch with PayPal's customer service team. 

You can click 'Help' or 'Contact' at the bottom of any PayPal Webpage. 

Or

You can contact us on Facebook or Twitter: 

For Facebook: https://www.facebook.com/PayPal 

For Twitter: @AskPayPal

If you have returned the item without an initial PayPal case, you may need to work with the seller directly externally to PayPal to come to an amicable resolution. 

If you would like to reach out to us to have this reviewed, please see the contact options above. Otherwise to view PayPal's Buyer Protection Policy, see: https://www.paypal.com/webapps/mpp/paypal-safety-and-security. 

Thank you. 

-Rebecca.