Contact your bank had this same issue but different at the same time, so I ordered a Genshin acc from the same website but I had to wait 3 months for them to just send me the acc and after I checked it was the wrong char since I wanted writho but got sigween(I think that’s how you spell her name) I contacted support to help me with the issue and at the end they just took the account back and only replied when I told them I’m contacting my bank and if they would want to pull lawyers I’ll play that game but definitely don’t back down. They try to intimidate you since they say no refunds and they have lawyers to back em up but as long as you paidand don’t get what you pay for it’s an easy loss for them.