We're sorry for the inconvenience you've experienced, and we'll assist you in resolving it. Please log in to your personal account on the site or in our Oriflame App, go to the Orders section, and then once again to Claims. Select the invoice where you added the item but did not receive it. Find this item in the list and choose the reason for filing the claim. Then indicate the expected outcome, as we can either send you the product or refund you for it. After this, please wait for the result of the claim review and check it in the Orders section - Claims - Claims History. This claim must be submitted within 3 days from the moment you received the order.