Order which e-bay says was not made

[liliaduboi]

I placed an order for a Jellycat little rose dragon. (Xmas present for granddaughter)  It was advertised as new. I received what seemed official email notification of delivery.  However, it looks used.  This is my first order with ebay.  I have tried to contact ebay to be able to message seller but they say order does not exist. I have tried to use the chatbox to speak to a human but only US and Canada phone numbers accepted.  Any suggestions? Does this look genuine? Thanks

[plpmr]

possibly you purchased as a guest, if so read this -

https://www.ebay.co.uk/help/buying/paying-items/buying-guest?id=4035&st=3&pos=2&query=Buying%20as%20...