Thanks very much for your reply! I contacted them and for anyone who is having the same problem this is the reply I got:
Dear --------,
thank you for contacting us.
Kindly be informed that your request is submitted to our IT department.
We apologise for any inconvenience caused and thank you for your understanding.
If you have any questions or require further information please do not hesitate to ask.
Kind Regards,
Kathy
JETWIN Customer Service
Hope it helps anyone experiencing similar problems.