The support here is normally very prompt and good, to the extent that I suspect either you didn't post or that you emailed the wrong address. (Your post count is set to 1, being this post).
In any case, you'll need to contact firstname.lastname@example.org
with full details of your purchase. This includes the email address you used and your home postcode along with any other personal details.
Once you've done that, expect a reply within 72 hours.