Something similar happened to me as well. I had two orders which I didn't want anymore so I told them beforehand to cancel the orders and refund me my money. I even mentioned that I wouldn't care if they banned me afterwards. Sent one mail- no response. Waited a few days and then sent another even mentioning the first mail- no response either. Then one of the two figures got released and the package was sent my way. Now there's another one left but I doubt that I'm going to hear from BIJ again. Probably I'll be banned too once the second figure leaves the warehouse.
All in all BIJ can suck it.
I was there when they sent an email saying I paid for it. Immediately contacted Paypal via phone who agreed that if I hadn't agreed for them to just take the payment out they shouldn't have done it. So reversed it and locked it in a dispute. Cue two weeks of BIJ demanding payment and them eventually banning me.