There’s been a bit of a bug where, if you’ve not been on the character for a while and you’re offered the “welcome back” gift on a character that you’ve been levelling to get heritage armour, the gift somehow stops you receiving it.
They have partially fixed it, in that if you accepted the welcome back gift AFTER they pushed the fix, you should be fine, however, there still appears to be problems for anyone who accepted the gift prior to the fix (approximately 10 days ago).