I have found this small company helpful on several occasions, but can be irascible, and others have also had bad experiences here, so you are not alone - don’t take it personally.
It might be a reluctance to deal with overseas orders, or the company (which is small in staff) was over-stretched. Not an excuse, but might be an explanation. Others, such as on here, will try to help.
As well as trying to pick lever locks tentatively, some attempt at decoding first, to find which are the high- and low-lift levers can be useful. There are numerous lever lock picking vids on youtube, look for ones which mention this detail.
