Disappointed

Dear Sir/ Mam,

I have made a purchase of a stunning set of diamond earrings (REF AA084628-1 for my girlfriend, on the 11/07/2025 and i was looking at other jewellery for myself that i really liked, and I advised the consultant Shanelle at the Ballito store that I will pick it up personally on the 02/08/2025, due to unforeseen circumstances I was admitted at hospital and still under health care , and I called today the 24/08/2025 to ask if i can take another item in exchange for the item that I asked ill personally pick up and i have been told that my ex gf has already collected the gift on the 17th/08/2025, I'm really disappointed and upset as I was not notified about this from anyone, please help me understand how this is possible and an order cannot be followed directed by the person that already paid and created and account and was looking forward to this?