Here is the guide on what to do for missing items:  

https://plariumsupport.zendesk.com/hc/en-us/articles/115002182209-I-made-a-payment-in-the-game-but-did-not-receive-my-purchase-What-should-I-do-

For purchases on the facebook version of the game you need to contact facebook support if the purchase hasn't been processed.  If you've been billed but didn't receive the item fill out this form:  https://plariumsupport.zendesk.com/hc/en-us/requests/new?ticket_form_id=166729