Have you used the Live Chat on their website? You get through to one of their agents quickly and can go through any issues a lot quicker than email. I used it a few times for my order and get answers within a few mins of chatting to them. Worth a shot.
I've tried to use that at least a dozen times but every time get a message saying the chat is offline.
Have you tried during the week? I get them on weekday mornings, as they're +8 on us. Not sure how late they cover but should be fine up to our lunchtime.
