i found calling them is the best approach, even leaving a voice message to dawn directing her to the email , 8am onwards british time ..i wouldn't risk experimenting long distance with other sources, just try to get the hot wires. Best to keep any emails to the point short and sweet.
ps ..you can i think just order online via their website ..no need for emails just an address and credit card...post is calculated, status send stuff all over the globe ..hotwire strings are competitively priced ..well at least they were when i last got some.