If the purchased items are no longer in your inventory I would suggest contacting sbs support to figure out where they went with all the information you have that you can supply!
If you're talking about the rewards we reached for the milestones like the old souls or manor upgrade etc. ~ those haven't been sent out yet!
I hope this helps and I hope you are able to get it all figured out!
If you don't want to contact them and want to try and resolve this here, just let me know which items specifically you're missing and I'll let you know if it's a reward that hasn't been handed out yet!