Did not receive a purchased item
If you have purchased an item but didn't receive it in your game, you can first try to fully close the app and open it again. If it's still not added to your game, please contact customer support and send them the receipt of your purchase order. For Android players, make sure the receipt contains your order number. If you want to know how to find your purchase orders, please visit the following link.

Google Play: https://support.google.com/googleplay/answer/2850369?hl=en
App Store: https://support.apple.com/en-us/HT204088

Example of the purchase order:

Get a refund on a purchased item
If the purchase was successful, meaning you have received the items you bought, we are unable to give a refund.