SuperStep Converse Shoes Missing From Delivery

On 5 February, I placed an online order from SuperStep for two items under order number 8315059470018374: a pair of Converse Coca Cola merch shoes and a Converse sweatshirt. I received an order confirmation and an SMS stating that the items could be shipped separately. On 6 February, a package was delivered by Cargo X to my workplace in Istanbul in a SuperStep bag, even though I did not choose Cargo X myself; this courier was assigned by SuperStep. I opened the package on camera at my workplace and saw that only the sweatshirt was inside, the shoes were missing. Shortly afterwards, I received a message stating that both items had been delivered. I immediately contacted SuperStep and reported that the shoes were not in the package and they started an investigation. The next day, I was informed that their system showed both products as shipped, but they could not share any warehouse footage and would continue checking with the courier. On 17 February, I was told that Cargo X reported no missing or damaged items and that, since I had not filed a delivery report at the time of receipt, they could not assist further and tried to close the issue. However, I have clear workplace camera footage showing the courier’s arrival, the size of the package, and me opening it with only one item inside. Despite the fact that the courier was selected by them, they directed me to resolve the matter with the courier company myself. On 18 February, I was contacted by Eren Perakende and was again told that, since the package was not damaged, nothing could be done. They are evaluating the situation only through the concept of “damage” and ignoring the fact that the shoes never arrived at all. They continue to refuse to share the alleged warehouse dispatch footage, which prevents me from verifying whether the package they claim to have sent and the package I actually received are the same. For this order, for which I paid approximately ₺8,000 on 5 February for the Converse shoes, I request the immediate refund of the amount paid for the shoes that were never delivered to me. I do not accept being held responsible for a loss that occurred with a courier chosen by them, nor the refusal to resolve the issue despite the camera evidence I have provided.