Is this your first time using the item mall? I will get in touch with our Gm and Billing department, but first can you check something in game for me? And Forgive me if you have already done this, just trying to narrow it down.
Open the Item Mall Window in game, and then click on the records tab. You should see "purchased items" from here you transfer them into your inventory.
Please let me know if this helped.
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