I bought an item from an online store in the UK and imported it to EU. The UK shop did not deduct taxes, and I had to pay the import fee + my own country's taxes (calculated on the price containing UK tax) when receiving the item.
I contacted the UK shop to at least get a refund of the UK taxes. To my understanding a customer only pays tax to one country.
To receive a refund from the shop, they are asking me to send my customs documents via social media as they don't accept attachments in e-mails.
Is it legal for a shop in the UK to only provide customer service via social media? (Whatsapp/FB/Twitter) The shop does have physical shops in the UK.