Missing items. Please help.

So I am unsure why but my pre-order items, from both lovestruck and Life and death EPs are missing from my game. I am a console player on a PS4. I don't understand why these items are missing and if I will get them back. I also have no idea who else to contact or where exactly to post this. Can someone please help, cause I really liked they family portrait and the music box. I did see another post on the console forum. So I made one here.