We can only offer a refund / replacement if you can fully prove you have not recieved your product. Our support team have a very strict policy and can only provide you with a refund / replacement of items if you have clear proof. If you have been found to be decieving a member of our support team, you will be blacklisted from our shop - they have full rights to notify the owners if they believe so. Proof must be provided through our ticket system in our discord server.