@Phyxkes If you have checked your characters to see if you have the hat and they do not have it, and your hat never appeared on screen, then that is an issue. Sometimes, I would get an item but it would not show up on screen, but if your items are not showing up for you, you may need to try something else.
Some things you could try are uninstalling and reinstalling your game (it may reset something or it may cause the item to appear), play with a friend (it may change something) or to check Rux (he may possibly give the item for you).
Let me know if you would like more help!