Don't phone them, tweet at them. Their twitter account is very responsive and will get you sorted more quickly and less stressfully than being on the phone.
Of course it might be that their social media team can't help and tell you to phone anyway, but it's definitely worth a shot.
In other news, my Snow Miku arrived today after I paid the swingeingly high admin fees and customs fees yesterday. Here are some unboxing pictures.
I phoned them up this afternoon and she said she'd ring the company that deals with payments to get the confirmation code then send it out to me. I was only on the phone for about a minute
Terrible company with terrible charges, but amazing customer service it seems.