VKB-SIM

I have a question that a raised a support ticket on that I have not yet received an answer to:

I pad the EU VAT when I ordered to the UK, and I have now been since charged the 20% UK VAT (+import fees) by UPS.

Will VKB refund me the 15% EU VAT that I paid when I ordered?

I've just found this thread after losing it with UPS customer support - they've suggested raising a "lost item" claim and its not to say necessarily that is is physically lost - but it puts a fast track on someone investigating it or so she said! I'll give the emails listed a go too, wish ...