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If you did not receive your order then file "item not received" dispute then escalate to claim. If you did get something but not what you ordered file as "substantially not as described" and then escalate to claim. PP's dispute resolution process may or may not give you the result you expect (most likely not based on majority of stories here), but at least that's the first necessary step.
PP customer service is hard to reach but you can try; "contact us" at bottomo of page, then "message center". Start a chat, answer a few bot questions then type "need more help" when prompted to get to live agent. If first few agents are no help, keep pressing, that's the only way to get results.
Last resort is file claim with bank or credit card company that funded the transaction. Some had gotten refunds that way.