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This was through the main site rather than Juno Download, but I assume its all out the same office in North London. It turned out I had sent the inquiry to the either the wrong Email address or used the wrong form (It was a while ago And I'm a bit hazy on it now.) Once I resent the inquiry to the proper address I got a reply within the hour. However, I wonder if this what has happened with you, the first time I ever needed to get in contact with customer service I went a couple of weeks without reply. I've had a couple of minor problems in all that time, and I've always found their customer support to be very good. I've bought a metric tonne of Vinyl, downloads and gear from Juno over the years.
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