Case #184 — Marlow London
kgillham1@hotmail.com · order 1628 · state imported · label none yet · rung 0
Facts
Missing order confirmation
open
not set
2026-06-30 15:00:23
—
2026-08-14 19:30:08
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Latest draft
from decision #648 · action=reply · 2026-07-10 09:13:03 · dry-run
Hi Katy,
Good news, your order (order number 1628) has been processed and is on its way to you. I can see it is currently in transit and has just been handed over to the airline for its international leg, so it is moving along nicely.
Because of the high demand from our current sale, shipping times have been running a little longer than usual, but based on where it is in the journey right now, I would expect it to arrive within about a week from today.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002940860666CN
That should give you plenty of time before your holiday at the end of July. If anything changes, or the tracking does not move for a while, just let us know and we will look into it straight away for you.
Warm regards,
Anna
Customer Care Team
Marlow London
https://marlow-london.com/
Reasoning: Drafted on request — review & send.
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Full thread
Hello,
I put in an order for a swimsuit set with you earlier today (see attached screenshot for confirmation) but I haven't received an email confirmation. Please can you confirm that you have received my order?
Thank you.
Katy Ward
https://marlow-london.com/checkouts/cn/hWNDvj1Sl8VQVaSjBYRYbC55/en-gb/thank-you?_r=AQABTWfnq_lsrezJCF4PwEWUt6lrotnjUUXIrJNGFkNwmEQ&skip_shop_pay=true
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
Hi Katy,
Thank you so much for reaching out, and what a lovely, detailed message to send!
We completely understand how important it is to have that confirmation in hand after placing an order, so we are sorry you have not received it yet.
Sometimes confirmation emails can take a little while to arrive, or they may have slipped into your spam or junk folder, so it is always worth checking.
I did check on our end and I can confirm your order was successfully processed, and will be on its way to you after being packaged!
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 16:59, Katherine Gillham <kgillham1@hotmail.com> wrote: Hello,
I put in an order for a swimsuit set with you earlier today (see attached screenshot for confirmation) but I haven't received an email confirmation. Please can you confirm that you have received my order?
Thank you.
Katy Ward
https://marlow-london.com/checkouts/cn/hWNDvj1Sl8VQVaSjBYRYbC55/en-gb/thank-you?_r=AQABTWfnq_lsrezJCF4PwEWUt6lrotnjUUXIrJNGFkNwmEQ&skip_shop_pay=true (https://marlow-london.com/checkouts/cn/hWNDvj1Sl8VQVaSjBYRYbC55/en-gb/thank-you?_r=AQABTWfnq_lsrezJCF4PwEWUt6lrotnjUUXIrJNGFkNwmEQ&skip_shop_pay=true)
Sent from Outlook for Android (https://aka.ms/AAb9ysg)
Thank you for coming back to me so promptly. I'm pleased the order went through ok, but I still haven't received anything or had any updates 10 days later. Please can you let me know when it's likely to arrive. I ordered it for a holiday at the end of July and hoping it will arrive in time!
Katy
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 30 June 2026 17:43:58
To: Katherine Gillham <kgillham1@hotmail.com>
Subject: Re: Missing order confirmation
Hi Katy,
Thank you so much for reaching out, and what a lovely, detailed message to send!
We completely understand how important it is to have that confirmation in hand after placing an order, so we are sorry you have not received it yet.
Sometimes confirmation emails can take a little while to arrive, or they may have slipped into your spam or junk folder, so it is always worth checking.
I did check on our end and I can confirm your order was successfully processed, and will be on its way to you after being packaged!
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 16:59, Katherine Gillham <kgillham1@hotmail.com> wrote:
Hello,
I put in an order for a swimsuit set with you earlier today (see attached screenshot for confirmation) but I haven't received an email confirmation. Please can you confirm that you have received my order?
Thank you.
Katy Ward
https://marlow-london.com/checkouts/cn/hWNDvj1Sl8VQVaSjBYRYbC55/en-gb/thank-you?_r=AQABTWfnq_lsrezJCF4PwEWUt6lrotnjUUXIrJNGFkNwmEQ&skip_shop_pay=true
Sent from Outlook for Android<https://aka.ms/AAb9ysg>
Hi Katy,
Thank you for your patience, and I am sorry you haven't seen any updates yet.
Good news, your order is on its way. Because of the higher order volume from our current sale, shipping times have been running a little longer than usual, and we are doing everything we can to get your package to you as quickly as possible. Right now we estimate it should arrive within about 5 to 2 days from today. Since we see that your tracking is updating, it shouldnt take longer than that.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002940860666CN
Since you placed the order towards the end of June, this timing should still leave you a comfortable window before your holiday at the end of July. If the tracking hasn't moved along after a few more days, just let us know and we will be happy to look into it further for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London