We are very sorry to hear this! Initially we would ask you to please check within all of the packaging as items are well wrapped and some small items can get lost in the packaging.
We would also ask you to check your invoice to make sure that for whatever reason we were unable to send the item, any items that we were unable to send will be listed at the bottom under "Unfortunately the following products were unavailable.". The refund will be processed the following working day after the invoice date.
If you still have not found the item or can't see a reason for it not being there, then please report this to us as soon as possible using the credit request feature under My Account and the order which you have the issue.