Case #1096 — Marlow London
rachhharris74@gmail.com · order 3046 · state imported · label none yet · rung 0
Facts
New customer message on 30 July 2026 at 22:25
open
not set
2026-07-30 21:28:30
—
2026-08-14 19:30:08
Engine shadow decision
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Latest draft
from decision #2332 · action=reply · 2026-07-30 21:30:16 · dry-run
Hi Rachael,
Thank you for reaching out, and I completely understand your concern - a trip deadline makes this feel urgent, and I want to help set your mind at ease where I can.
I've checked your order #3046 (the Longchamp Le Pliage Tote in Steel), and I can see it's on its way to you now. Your order was placed about a week ago, and our typical shipping window is 8 to 12 days, so there's a genuine possibility it could arrive tomorrow or over the next couple of days - which would be cutting it close for your August 1st departure, but there is still a small window.
You can track the parcel here to see its progress: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484946072YQ
I do understand the frustration about the delivery timeframe, especially with a trip coming up. You're right that our name evokes a London base, and it's fair to point out that our overseas supply chain does mean longer delivery times than a UK-based retailer. That's genuinely something we grapple with as a team, and we're always working to improve it.
Regarding the signature concern - if the parcel does require one and you're worried about being away, I'd suggest checking with the courier once it's closer (using that tracking link above) to see if you can arrange collection from a local depot or waive the signature requirement.
As a small apology for the inconvenience and the timing stress this is causing you, here's a code for £15 off your next order: STORECREDIT15
If the parcel does arrive in time, we hope you enjoy it. And if it doesn't make it before you leave, please do reach out to us and we'll make sure you're looked after when you're back.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Holiday deadline in 2 days; honest tracking assessment provided with goodwill code; operator should set up deadline-day follow-up.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Mrs Rachael H Harris
Email:
rachhharris74@gmail.com
Body:
Order 3046
Hello, I placed my order a week ago and it still hasn't arrived.
I go on holiday in 2 days and if the parcel hasn't arrived by
then it's likely to go missing if a signature is required. I find
it misleading that you call your company Marlow London and yet
the products take so long to arrive (if they ever arrive)
Hi
Please can you explain why this order has not arrived yet when placed a
week ago?
I go on holiday in 2 days and if the parcel doesn't arrive before then, it
will likely go missing /be undelivered and a refund will ge required
On Thursday, 23 July 2026, MARLOW LONDON <support@marlow-london.com> wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AADOjhaGdCQNcZ8i2QAc8IPfoVrMnn_hlJFiA6Bt4w-6qXT_AVeeiZll8kUnFAOuH8gUqfHPbo-suB9FXFxPsLc6siqhAhyTFrSEBjN-bi0ho6jiUjTLRxkJUWUnGjPpiPn6-tZgkb418TSzFy_hW16YXjnGIlJZVGRFxwRG_FDJOkjP5X_Yk_ospg8dM0pDJT0az3YPcrrWVnLhkXHDxqg4kmLIAcHBYA-wR7GzxmYBqmt7SjVVb2-4pEeFFyt1TYOgLTekev2L33TAA5hTYrUBp_zDXlNlDlddjukxU4M5Fp5noIeiDcG-hROmoblBwFY4q1qQbu0miDP3VK0gidd13Q==>
>
>
>
> Shipped
> On its way, Rachael
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> YT2620500700510360
>
> Carrier: YunExpress
> Track now
> <https://marlow-london.com/_t/c/v3/AADc4Y7q9NfZ9HWL1qAlNJMqjMFeWCEUamXzX8a7CMHMzMnIkgE4bW1b3kif-p8kPRJp7URt0PDBf9EeA4VVXWuxMubO2ZRpv42xCeAgKprw7NRqOyWRGDLEquqY-vpJh2Wzp3kaPU53zebU_4vVDgbV7iV0wmzavVEhKUoSz50g7kVDR0napKWrTx4B0gU5Tri3B2MbLrIQt_gOXAkxkzONwUXoEwiycUYnZP_fcfzVLPc6uf8a0UcrB4WyOhQdIfruXGKRMNshiZvysXpsElo-OJRAtKWUg3xdwTNBMKHdWi6zBbL9NPoMUfl-0N6sT2HmKjRHDPUZlyZlWneA5TsX7dgV05yXNym3sgC-UDcOPw42Fw==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AAAllLCo42SdHv-itCvBBNfvk7l8as0s3fqsVuhrpElnK7y0xcYSsSWjLbXDUrYgBVqv9L-QoVHUju0hnAS4vskwfzAECM6QqQKkCa8ImRpP6He4qYbfW4wLDZxSZH47Orws85ZGOMsJcIqS3J3ysBfKI07W_oszVpCXG1w8ewLYR3UENAIxqIN7v0glfyoMq-vdLGp5JaFSExIDLa-jgysuVH3PWnL_GmwrQQ6pX4e0WG_zGuv1CrigJi-vYt3oKavktE3vsuVYHyB-LswxoEBo2hYLPT5yXvjFL3WhUDTK5nUEWF5HigoUtMGicsxJoLRh7Jmz1sqOEpvXyVEmhKGKGQY=>
> .
>
> Items shipped
> LONGCHAMP LE PLIAGE TOTE - STEEL - Steel · Steel · Qty 1
>
> Order number
>
> #3046
>
> Shipping to
>
> Rachael Harris
> Welwyn, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AADsuv0doleOiOlgIzlabppK40Q-mZDFWzdXyYr8ix-ucwxskGhFCUz1zI8gLhK7VcYNPzJCwTrSa2vpdSHB3w6MeoaZGijiGy16TprC3nvmo2Vr9DihnHEg1ZDfKwcBrkuWjjpNsPunvN327ZPcVn_fp-FBelXndx9Y7DNXat7gXfs7zi4-bnBWXoaijac91pspQou_RgrR7oVpLDYKlDyF8mQhUnxUG_p6meMXaCRaBslnDct2pf2QBIRA5BDi9jhNUr8ZexfQfrXypG77e0QdNOlHjTl2FbvUbrGimBfFeCAoyWEh3mWyA2HXFW3dnbmbcZ26NEQkL9I=>
>
Hi Rachael,
Thank you for reaching out, and I completely understand your concern - a trip deadline makes this feel urgent, and I want to help set your mind at ease where I can.
I've checked your order #3046 (the Longchamp Le Pliage Tote in Steel), and I can see it's on its way to you now. Your order was placed about a week ago, and our typical shipping window is 8 to 12 days, so there's a genuine possibility it could arrive tomorrow or over the next couple of days - which would be cutting it close for your August 1st departure, but there is still a small window.
You can track the parcel here to see its progress: https://marlow-london.com/apps/parcelpanel?nums=WNBAA0484946072YQ
I do understand the frustration about the delivery timeframe, especially with a trip coming up. You're right that our name evokes a London base, and it's fair to point out that our overseas supply chain does mean longer delivery times than a UK-based retailer. That's genuinely something we grapple with as a team, and we're always working to improve it.
Regarding the signature concern - if the parcel does require one and you're worried about being away, I'd suggest checking with the courier once it's closer (using that tracking link above) to see if you can arrange collection from a local depot or waive the signature requirement.
As a small apology for the inconvenience and the timing stress this is causing you, here's a code for £15 off your next order: STORECREDIT15
If the parcel does arrive in time, we hope you enjoy it. And if it doesn't make it before you leave, please do reach out to us and we'll make sure you're looked after when you're back.
Warm regards,
Anna
Customer Care Team
Marlow London