Hi there. You can contact us through our [url=https://www.bungie.net/en/Help/Troubleshoot?oid=13681]Eververse Missing Item contact form[/url] and we'll be able to look more into this issue. You need to make sure that you are signed into Bungie.net when filling out the form.
Hello, When you unlock an ornament it's available to be equipped on the weapon by inspecting the weapon and going to the ornament slot, there you will see all weapon ornaments you have ever owned for that weapon. If you don't see the ornament there they you either never unlocked that ornament or you did it on a different game system account.