After getting no reply from Schuberth in Germany, I posted a note on the BMW Club Forum and at the same time I emailed Infinity (where I bought it) and was more successful.
Replies on the Forum pointed to Infinity.
Charlotte at Infinity replied to say that I should get the helmet back to them and they would sort it out and get it fixed. So this morning I rode up and dropped it into their shop in Holborn.
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