Case #1151 — Marlow London
amandaharris11@hotmail.com · order 1765 · state imported · label none yet · rung 0
Facts
Order still not arrived !
open
not set
2026-08-01 10:37:16
—
2026-08-14 19:30:08
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Latest draft
from decision #2882 · action=reply · 2026-08-03 13:57:56 · dry-run
Hi Amanda,
Fantastic that the order arrived, and thank you for the quick message.
Sorry the bottoms are coming up too snug - let me sort that out for you.
Rather than going to the trouble of posting anything back to us, I'd much rather send you a free replacement in the next size up. You'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Which size would you like instead?
I'll do everything I can to get this moving quickly for the weekend - just let me know your size and I'll prioritise it.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing issue on delivered item; applying RULE sizing-return-free-replacement-first. Not auto-sending because customer asked for 'just the bottoms' (product is a 3-piece set) - needs human review to clarify whether bottoms-only is available or if full set replacement is intended.
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Full thread
Hello
I placed an order 4/7/26. It is still in transit. How long does an order take to arrive. I go on holiday soon and was needing it for then.
Order #1765
Thank you
Sent from my iPhone
Hello
Can I return or exchange my order please. The shorts are too small
Many thanks
Amanda Harbrow-Harris
Hi Amanda,
Thank you for reaching out, and sorry for the uncertainty ahead of your holiday.
I've checked order #1765 directly, and the tracking is still at the very first stage with the courier without a live scan yet, so I honestly can't guarantee it will land before you travel.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002917048363CN
I also saw your later message about wanting to return or exchange some shorts that came up too small - I want to make sure I sort out the right order for you. Could you confirm the order number for the shorts, as it looks like it may be a separate order to #1765? Once I have that I can help you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi anna
It is the same order
Thank you x
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: 03 August 2026 14:19
To: amandaharris11@hotmail.com <amandaharris11@hotmail.com>
Subject: Re: Order still not arrived !
Hi Amanda,
Thank you for reaching out, and sorry for the uncertainty ahead of your holiday.
I've checked order #1765 directly, and the tracking is still at the very first stage with the courier without a live scan yet, so I honestly can't guarantee it will land before you travel.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002917048363CN
I also saw your later message about wanting to return or exchange some shorts that came up too small - I want to make sure I sort out the right order for you. Could you confirm the order number for the shorts, as it looks like it may be a separate order to #1765? Once I have that I can help you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Amanda,
Thanks for confirming it is the same order.
I want to flag something before I go further: our tracking for order #1765 still shows it sitting at the very first stage with the courier, with no scan showing it has actually moved yet. That does not match up with being able to try the fit already, so before I set anything in motion, can you just confirm - has the parcel actually arrived with you? If it has, I want to have the right size ready to send as soon as you confirm, and if it has not landed yet, let's get the delivery itself sorted first.
Either way, once I know where things stand I can get a replacement in the right size moving for you, free of charge, no need to send the original back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
Yes it arrived yesterday.
If you could send the next size up just in the bottoms that would be great.
Any chance by the weekend?
Thank you
Amanda
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: 03 August 2026 14:50
To: amandaharris11@hotmail.com <amandaharris11@hotmail.com>
Subject: Re: Order still not arrived !
Hi Amanda,
Thanks for confirming it is the same order.
I want to flag something before I go further: our tracking for order #1765 still shows it sitting at the very first stage with the courier, with no scan showing it has actually moved yet. That does not match up with being able to try the fit already, so before I set anything in motion, can you just confirm - has the parcel actually arrived with you? If it has, I want to have the right size ready to send as soon as you confirm, and if it has not landed yet, let's get the delivery itself sorted first.
Either way, once I know where things stand I can get a replacement in the right size moving for you, free of charge, no need to send the original back.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Amanda,
Thanks for confirming it's arrived. I've set up a personal code for you, SUPCASEMTWLFN, that takes the full cost off a fresh order, so there's no cost to you at all - just pick the next size up when you check out.
https://marlow-london.com
I honestly can't promise it lands by the weekend given current shipping times, but I'll get it moving on our end as fast as I can.
Warm regards,
Anna
Customer Care Team
Marlow London