Hi Juliane,
Thank you for your feedback and for sharing your concerns in detail.
We understand that it can be confusing to distinguish between the Beginner Box and the Lucky Box, as these boxes do not list individual item quantities on the outer packaging. We’re sorry for the inconvenience this caused. The Heat Transfer Crafter’s Dream Kit includes 30 rolls of PU HTV, 2 sets of Silicone Slap Bracelets, and 1 set of TeckWrap Yellow Tools. The Lucky Box B bundle includes 9 rolls of 5ft HTV.
Regarding the Black Friday promotion (“free 3 rolls for orders over €200”), please rest assured that the 3 free rolls were included in your shipment. They are packed inside the boxes, but unfortunately, they are not labeled separately, which may make them hard to identify at first glance. We sincerely apologize for the lack of clarity.
So in total, your order includes 44 rolls. Have you receive all of them? If you would like, you may send us photos of all the items you received, and we will be happy to verify the contents and quantities for you to confirm that everything is correct.
As for the customs duty, we would like to clarify that free shipping refers to the shipping cost only. Please note that customs duties and import taxes are determined by the customs office in your country and are beyond our control. These charges are the responsibility of the customer, as stated in our shipping policy.
We truly appreciate your kind words about our HTV and your honest feedback. Your comments help us improve our packaging and communication. Please feel free to contact us anytime if you need further assistance.
