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aggi
Has happened to me, I would just give them a call and tell them exactly what has happened. Same situation has happened to me with an item 'delivered' with Royal Mail, I explained and they opened a case as not received whilst on the phone and was refunded a week or so after.
I can never find the 'call us button' on the website so go into the automated assistant chat box and type 'speak to an adviser' they'll call you.