I think customer support is off on weekends. So if you sent an email like Friday afternoon, sat, or sunday, it may not be read till they open again on Monday.
Heyo! I see that you are a UK customer and that our team across the pond has assisted you with this issue. This is the US forum (UK is discuss.huel.com) but of course we are always happy to help you over here but you may want to use their forum for we have some differences in products and information Let us know if you have any questions!