That's bad on 3 levels. 1 they didn't inform you where it was coming from and how long it would take, 2 they ghosted you after sending it, 3 they didn't apologies for the other two fuckups and agree to cover the customs charge. I would not be happy about it personally
I was definitely unhappy about 1 and 2, but I should add that they haven't responded about 3 (or at all) yet, so I hold out hope they have just missed this whole thing... although not much hope...
Just open a case with PayPal, you should be able to recoup the customs charge
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