The Souled Store — Not yet delivered exchange order since 15 days

I ordered two T-shirts from souled store and fitting was not ok, So I asked for exchange then for different size and after that delivery partner has come and collected products and I got an confirmation mail regarding exchange and within 3 days one T-shirts got delivered in exchange and another one has not been delivered till now and it’s been 15 days. I contacted Souled store and I have been told that they will look in to it and they will add 200 TSS points as compensation and after 2 days when I tried to track the package it is showing as LOST. This was not expected from a well know brand. Please update me if it is possible to deliver or not.