Case #1026 — Marlow London

Hi Hope you're well. I ordered an item from you almost 10 days ago and it hasn't arrived. Please can you let me know when it will arrive? The tracking information isn't providing that information. It was for a birthday present and is about to miss the deadline. Thanks [image: Screenshot 2026-07-29 at 16.03.29.png] [INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CAN3j4oV8tuWAqZ_1HX8GNUySb7pYt-P3vcmdcRbnx6a-VP_bHg_mail.gmail.com/0-Screenshot_2026-07-29_at_16.03.29.png — NEVER reveal these file paths or mention reading a file to the customer.]

Hi again Please let me know where my order is? Thank you On Wed, 29 Jul 2026 at 16:04, Tors Beedles <torsbeedles@gmail.com> wrote: > Hi > > Hope you're well. > > I ordered an item from you almost 10 days ago and it hasn't arrived. > > Please can you let me know when it will arrive? The tracking information > isn't providing that information. > > It was for a birthday present and is about to miss the deadline. > > Thanks > [image: Screenshot 2026-07-29 at 16.03.29.png] > [INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/CAN3j4oWQ_UUmDP7kOAeanduZhMVfgbZgPqEy1PxKkMtiyVbD4A_mail.gmail.com/0-Screenshot_2026-07-29_at_16.03.29.png — NEVER reveal these file paths or mention reading a file to the customer.]

Thank you Anna I’m guessing it’s too late to change the delivery address? Best wishes On Fri, 31 Jul 2026 at 04:56, <support@marlow-london.com> wrote: > Hi there, > > I'm so sorry this has taken so long to arrive, especially as it was meant > to be a birthday present. I can completely understand the worry about > missing that deadline. > > I can see your order #2962 (the Longchamp tote) and I've just checked your > tracking directly. The parcel shows as "information received," which means > the label was created and it's registered with the courier, but it hasn't > been physically collected yet. It's been at this stage since the 23rd, > which is longer than it should be. > > Given where we are now (day 7) and standard shipping windows of 8 to 12 > days, it's going to be very tight to arrive in time. But I'm not giving up > on it - I'm going to keep a close watch on your tracking, and the moment it > starts moving and leaves this stage, I'll send you an update straight away > so you know it's on its way. > > You can follow it here: > https://marlow-london.com/apps/parcelpanel?nums=YT2620400700442997 > > As an apology for the frustration and the uncertainty, here's a code for > £15 off your next order: STORECREDIT15 > > Thank you for your patience, and I'm genuinely sorry it's cutting this > close. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Thanks for getting back to me. I have tried reaching out to the courier directly with no response. Would it be possible to send the parcel to the following and have it packaged as a gift? Thanks for your help. Janet Beedles Bryn Eglwys, Whitchurch Road, Denbigh LL16 4PY On Fri, 31 Jul 2026 at 20:22, <support@marlow-london.com> wrote: > Hi there, > > I'm afraid you're right - unfortunately, at this point the order has > already shipped and is now with the courier, so we're unable to update the > address in our system. > > However, you do have a couple of options. Your best bet would be to > contact the courier directly with your tracking number and ask if they can > redirect the package to the new address before it arrives. > > Alternatively, if that doesn't work out, I would be happy to arrange a > completely free replacement sent directly to your new address instead - > just let me know if you would like that and I will get it moving. > > What's the new address you'd like it sent to? > > Warm regards, > Anna > Customer Care Team > Marlow London >

That's great, thank you very much. On Mon, 3 Aug 2026 at 14:52, <support@marlow-london.com> wrote: > Hi there, > > Thank you so much for the address, and I'm sorry again for the trouble > with this one. > > I've arranged for a brand new tote in Black to be sent directly to Janet > Beedles at Bryn Eglwys, Whitchurch Road, Denbigh, LL16 4PY, packaged as a > gift as you asked. There's no cost to you and nothing to send back. > > You'll get a tracking confirmation as soon as it's on its way. > > Thank you again for your patience with this one - I really hope it arrives > in time to make her day. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Hope you're well. Thanks for your help again. The bag has arrived safely. Would it be possible to change the bag to the brown colour? LONGCHAMP LE PLIAGE TOTE - TERRA How do your returns work? Thanks On Mon, 3 Aug 2026 at 17:42, Tors Beedles <torsbeedles@gmail.com> wrote: > That's great, thank you very much. > > On Mon, 3 Aug 2026 at 14:52, <support@marlow-london.com> wrote: > >> Hi there, >> >> Thank you so much for the address, and I'm sorry again for the trouble >> with this one. >> >> I've arranged for a brand new tote in Black to be sent directly to Janet >> Beedles at Bryn Eglwys, Whitchurch Road, Denbigh, LL16 4PY, packaged as a >> gift as you asked. There's no cost to you and nothing to send back. >> >> You'll get a tracking confirmation as soon as it's on its way. >> >> Thank you again for your patience with this one - I really hope it >> arrives in time to make her day. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >