Smytten - Missing Item in Order

I placed an order on Smytten on *th May **** for a Love Beauty and Planet shampoo and conditioner combo. The package was delivered to me on *th May ****, but upon opening the package — which I recorded on video — I found that it contained only the conditioner. The shampoo was missing.

I immediately reached out to Smytten’s customer care and provided both images and the unboxing video clearly showing the absence of the shampoo. However, Smytten refused to take responsibility and claimed the package was packed correctly from their end. No action has been taken to resolve the issue.

This is a case of deficiency in service and non-fulfillment of order, despite valid proof being shared. I am seeking either a replacement of the missing shampoo or a partial refund.