Did you by chance by this as a Guest Purchase? Then, nothing will appear in your eBay account.
The best option is to get a new confirmation email using this link - https://www.ebay.co.uk/help/guest-order?topicId=4065&af=2.
From there you will be able to select the view order details to open a case for a return.
If you are unable to do so from that point on you will need to speak to Customer Services, they can verify that you are the person who made the purchase and assist you with opening a claim.
@aimeejo1402
