Thought I should update.
Apparently my very first email was received and she thought she had replied, but obviously she hadn't. She was quite apologetic about it all. They're going to replace/repair the nappy and insert after all that, which is great.

I know I might have sounded a bit rude, but I have dealt with another nappy company who flat out ignored my emails and calls when my order did not arrive and was told to call back later as they had "other customers waiting". In the end I got next to nothing of what I actually ordered!
I was going to stand my ground this time and not be pushed around. I did apologise to the lady, and explained to her that I got a bit anxious due to my above experience, and all is good again!