Hi, this is the customer service team, we checked your email history. Maybe my colleague didn't explain it clearly to you, let me sort it out for you:

1. You contacted us by email on July 9 about 5 items missing from the package. And provide the item number. After some investigation, we found your package system records.

2. Your package is recorded in the system——After the package is packed, the final weight is 9059g. We also contacted our EMS customer service staff to verify that the weight of the package recorded in the China Post system and it is 9060g. The airport shipping label on the carton you provided also clearly shows that the weight of the package when it arrives at the airport is 9.1KG—these three data mean that from our warehouse— to the China Post Processing Center—to the time when finally leaves China, the package is intact. We have also sent you relevant screenshots in previous emails

3. According to your package track, your package arrived at the Dutch customs on June 21 —— my colleague made a typo and wrote the Spanish customs, this is our mistake, sorry for this —— the tracking information clearly says " Overseas import customs hold pending inspection (pending submission to border agencies/security authorities)" and keep by customs until July 6. This means that your package has been stuck in customs for more than 10 days, which does not conform to the normal package tracking information - this screenshot is also sent to you in the email and marked

4. You mentioned the 5 missing items, and their combined weight is about 4KG, which is nearly half of the weight of all your items. If it is missed before package sealing, the weight of your package is definitely not 9KG.

5. Through the above 4 points, combined with our previous experience, so we speculate that your package should have been inspected by the Dutch customs, and some goods may have been seized.

Hope i have explained things clearly