My package is held at the customs.
All the international orders are fulfilled as DDP (Delivered Duty Paid), meaning no duties/taxes are due at delivery. So you should not be paying any additional duties/taxes for your shipments.
In rare instances, customs agents might ignore the information on the commercial invoice and/or assess and collect duties/tax payments which they shouldn't (although they have wide discretion and the authorities to levy fees).
In any event, please do NOT pay any duties/taxes in such event.
Instead, please contact us at email@example.com with the title "My package is held at the customs" so that our shipping partner can directly work with the customs authorities to get the shipment cleared.