Urban Outfitters Question

So, before someone tells me that I should've used a "professional" to try and do a refund, I don't have the money to pay someone and so I did it myself.
I was just wondering, is it okay to use the Urban Outfitters method via email instead of on the phone? Obviously I know it takes longer but I am unable to call right now on my phone and I didn't want to use a different phone number other than the one that I used for the order.

So, is emailing them just as good? & any experience on how long it takes for them to respond?