[mothered]

UPDATE
I got an email today saying that "we received empty box instead of the original item",

i didnt send an empty box, just the watch piece missing,

Perhaps that's what they were referring to, but worded It differently.

they also mentioned "there have been repeated problems with returns on your account" where i didnt have many problems before this

"Many problems" means you've had a few problems, but not an extreme amount.

I'd say that's what they're suggesting.

i contacted support and they said theyll investigate this and reply in 24-48h

Your next course of action (If any), will be based on their reply.