Unable to obtain preorder codes

[ParanoidNoodle]

A friend and I preordered FF14 from a local game shop back in June (18th to be precise), one PC CE and one PS3 CE, hoping to get the preorder bonuses (especially early access). We were told that we would get them, but as of this afternoon (August 23rd) the shop we ordered at explained that they were denied access to any preorder codes to distribute, for reasons I don't quite understand.

I have photo proof of when we preordered (from the shop), if need be.

I tried to contact Square Enix support, but they require a registration code that I don't have (since the game copies haven't arrived yet). I'd really hate to miss out on preorder bonuses over what seems to be an organizational muddle.

Edit: I need to add that we live in Switzerland, and therefore CANNOT order from Square Enix EU directly. We've never had any problems with this shop before.