I had something similar happen yesterday - bought a book and lo and behold, there was no "download" button. Went to their Help page and decided to send them an e-mail rather than try to deal with the local (French language) service by phone. (I buy my books in English, so I want my customer service in English, too.)
Sent them an e-mail (to their French customer service address) late yesterday, and had a reply back this morning. Turns out the book I wanted was only available with that ADE3 DRM stuff, so could only be downloaded to a "Kobo device." OK, it would have been nice had this been noted on the website, but their explanation was perfectly fine.
I asked them to cancel the sale, and they came back (within the hour) to ask if I wanted it credited directly to my credit card or as a credit to my Kobo account. Despite my "disappointment" about the ADE3 protection, the whole thing was resolved quite nicely in well under 24 hours. I've got no complaint about their customer service - and I expect they have no control over which flavor of DRM the publisher chooses to use.
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