Gift stuck in mail for past 20+ days

[AwesomeFan]

On Sept 12 I was a low level player and a high lvl player helped me as well as gave me a Gift in the mail. I was unable to retrieve it but assumed when I was higher level it would allow it to be removed and that has not happened. The gift is stuck, I can not retrieve it nor can I send it back, and I absolutely do not want to delete it because I don't want this players gems to go to waste.

Is this a common issue and how is it resolved?

[DorotheusII]

Have you reached a level high enough to unlock that item in merchant, you have to be a particular level.

[TheHopefulOne]

If for instance, it is an instant kill buff such as assassin they are level dependant, so as Dorotheus said, need to check you are high enough level yet.