Dear Natalie, could you please refer to link: http://www.gearbest.com/about/contact-us.html?
You can submit a ticket via your email or you can star with a live chat there. We do lack of staff for the livechat. So we suggest you to submit a ticket. Thank you! Gearbest.com

I know they have a ticket system on their website which has always worked for me.

Did you try the live chat on their website?

Keep posting on this site, trustpilot etc. negative publicity is a killer to online sales eventually they will get in touch with you. The more you post the more people will see. I work hard for my money as do you I will not let a company scam me out of what is mine without paying a price - negative publicity on sites like this and the RC sites I belong to go a long way. I have received emails from Gearbest in response to these posts -- good luck.

Which phone did you order?
It is up to the consumer to order a device which will work in their country.

You can try the Better Business Bureau - I had to but unfortunately Gearbest won't talk to them either! Good Luck!