Ticket Request

I lost 2 of my event cosmetics a week ago, so I sent devs a ticket (with screenshots which prove I got them). They already answered to my ticket a few hours later still at the same day and said that they send this to the DbD-Team for further investigation.

Now nearly 4 days have passed since I got this message - how long is it gonna take, until I get my cosmetics back? Has anyone got experiences with these ticket requests and knows how long it took, until you got your stuff back?