Sephora Order Missing Item

I placed an order through the Sephora USA website on December 13th, 2025, which included a Guerlain Rouge G lipstick and its case under the order number #744722019056. The lipstick and the case were supposed to be delivered separately. I received the lipstick first without any problem. A few days later, I received a second delivery that was supposed to contain the Guerlain Rouge G case, but when I opened the delivery box, the case was missing, even though the shipment was marked as delivered. I contacted Sephora customer service today to report that the case was missing from the delivery box. During the call, one of the operators told me that they could either refund the amount as store credit or refund it to my bank card. However, I was later told that, due to their policy, they cannot refund the original amount, even though I did not receive the product I paid for. This inconsistency in the information I was given is frustrating and leaves me without a proper solution. I kindly request that Sephora resolve this situation by carrying out the refund for the missing Guerlain Rouge G case as initially stated by the operator, either as store credit or directly to my bank card, or by resending the case to me. I expect this issue to be handled fairly, as I should not bear the cost of an item that was never included in the delivery box.