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I emailed the customer support team, though I had to pretend to be a buyer before it would let me contact them. I did suspect the woman on the phone didn't know what to do. I also felt pretty frustrated on the phone, and didn't want to take it out on her, so I didn't press it too hard. It's not the call centre workers' fault. But I have had help in the past from the email team, so I'm keeping my hopes up they'll be able to help.
Well I finally got it sorted! It turned out, my address had inexplicably been changed to a US address. I have no idea how. I did recognise it as one I've posted to before- but how a customer's address came to be listed as my primary residential address I will never know.