To unlock your preordered items, you must be level 20 and finished the entire story line. Your items will be waiting for you in the vault.
Firstly, I was lvl 20 since that mission that required u to be lvl 15 to do it, it was part of the main story line. And yes i did the story all the way, i DID mention it at the beginnIng of the last post if you read it carefully. Secondly, i already checked the vault, no coldheart still.