Sent an item to recraft and he vanished


A few days ago (last friday) i sent my weapon “Obsidian Seared Slicer” to recraft and remove his embellishment.
For some reason my weapon did’nt return to me. One of your “Game Masters” told me i should check my mailbox because “he can see my weapon there” like i didn’t try it before.
Anyway, i never got my weapon back and there’s nothing in my mailbox, already tried to relog, disable addons, etc.
I have no idea what i’m supposed to do.

Edit: Just to add ticket number #90418644