Contacting Hannants (UK)

Quick question for UK modelers.
I am trying to contact Hannants as I have an outstanding order and would like to know why it has not been sent out.
I have tried emailing and get no reply. So I am going to try phoning but the website is not very clear.
Are the internet orders done from their Lowestoft branch? as it says this is their "Mail Order" warehouse.

Thanks