Case #249 — Marlow London

Hi Helena, Thank you for reaching out, and for including your order number. Our current shipping time is 8 to 12 days, as we are experiencing higher order volumes due to an ongoing sale. If your order has shipped, you should have received a confirmation email with a tracking link so you can follow its progress on our website. It's worth checking your spam or junk folder in case that email was missed. Could you let me know the approximate date you placed the order? That will help us give you a clearer picture of where things stand. Thank you for your patience, and please don't hesitate to reach out if you have any other questions. Warm regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 00:14, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: Helena Thomas Email: helenathomas@live.com Body: Hello. Can you advise when my order will be delivered. I ordered it some time ago now. Thank you. 1537 is the order number. Helena

Dear Helena, Thank you for your reply. That helps, thank you. Based on the timeframe you've provided, your order is still well within our normal delivery window. As our current shipping times are approximately 8–12 business days, your parcel is most likely still being prepared or making its way through the shipping network. As soon as your order has been dispatched, you'll automatically receive a shipping confirmation email containing your tracking information. We also recommend checking your spam or junk folder, just in case the email is filtered there. We completely understand that waiting can be frustrating, and we truly appreciate your patience. We're confident your order will be on its way very soon. If you haven't received a shipping confirmation within the next few days, please let us know and we'll be happy to investigate it further for you. Kind regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 19:49, helena thomas <helenathomas@live.com> wrote: Hello It was last Wednesday or Thursday. Hope that helps. Helena Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Friday, 03 July 2026 01:20:11 To: helenathomas@live.com <helenathomas@live.com> Subject: Re: New customer message on 2 July 2026 at 23:14 Hi Helena, Thank you for reaching out, and for including your order number. Our current shipping time is 8 to 12 days, as we are experiencing higher order volumes due to an ongoing sale. If your order has shipped, you should have received a confirmation email with a tracking link so you can follow its progress on our website. It's worth checking your spam or junk folder in case that email was missed. Could you let me know the approximate date you placed the order? That will help us give you a clearer picture of where things stand. Thank you for your patience, and please don't hesitate to reach out if you have any other questions. Warm regards, Anna Customer Care Team Marlow London On Fri, Jul 3, 2026 at 00:14, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: Helena Thomas Email: helenathomas@live.com Body: Hello. Can you advise when my order will be delivered. I ordered it some time ago now. Thank you. 1537 is the order number. Helena

Hi Helena, Thanks for confirming, that helps. Good news, your order (#1537) is in transit. I've attached a screenshot of the latest tracking status so you can see exactly where it is. You can also keep following it yourself here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002929960462CN If anything looks off or it doesn't move for a while, just reach out to us and we'll look into it straight away. Kind regards, Customer Care Team Marlow London

Quick follow-up, here is the tracking screenshot I mentioned, apologies it did not attach the first time.

Hi Helena, Thank you for letting us know, and I am sorry to hear the item did not meet your expectations on quality. To help us find the best solution for you, could you send a quick photo of the item showing the issue, along with a bit more detail on what specifically feels off about the quality (for example the fabric, stitching, or finish)? Once I have that, I can look at the best way to help, whether that is a replacement, a partial refund so you can keep the item, or a full return. Warm regards, Anna Customer Care Team Marlow London

Hi there, I am so sorry, and I completely understand the frustration. Please do not worry about any chargeback, there is genuinely no need for that, and I am putting this right for you now. I have checked with the manufactureur and have confirmed that your order was part of a faulty batch, this is unacceptable and are noting this so that it doesnt happen again. As a sincere apology, I have issued a 10% cashback to your original payment method, this should land within 3 to 5 business days. I can also send out your correct replacement to the same address, and please do keep the item you received with our compliments, there is no need to send anything back. Just reply to confirm and I will get your replacement on its way straight away. Warm regards, Anna Customer Care Team Marlow London

Hi Helena, Thank you so much for your kind words, and I am really sorry the quality was not right for you, especially with your holiday starting tomorrow. I completely understand wanting a refund, and I want to make this as easy and fast as possible for you rather than sending you off on holiday still waiting on this. A return to our supplier overseas can take a while to process, refunds on a return can take up to 30 days once it has been shipped back and received, and there is also a small risk of it going missing on such a long journey, along with it costing 19.95 out of your own pocket. So you do not have to deal with any of that delay or hassle, I would like to offer you a 20 percent refund to your original payment method right away, and you can simply keep the item, no need to send anything back at all. This lands back with you within 3 to 5 business days, so it is by far the quicker option, especially with you travelling + you wont have to send it back. Just let me know if that works for you and I will get it sorted straight away. Warm regards, Anna Customer Care Team Marlow London

Hi Helena, It is Marlow, the owner — I have stepped in on this one personally, because you are right, and I would rather put it right properly than have you chase us any further. I have read through everything, and I am not going to argue any of it: the set you received was not as described and the quality was not good enough, and that is on us. I am genuinely sorry, and for the back and forth it has taken to get here. Here is what I would like to do, and I have tried to make it the option that costs you the least time and hassle. Rather than have you parcel the item all the way back to our supplier overseas — which, under our returns policy, would come out of your own pocket at around GBP 19.95 in postage and can take up to 30 days to travel back and be refunded — I would rather simply put money straight back in your hands now and let you keep the set. So I can send you a 50% refund to your original card, landing within 3 to 5 business days, and you keep the item: nothing to post, nothing to pay, and no waiting. Either way this is now sorted, you have my word. Please just let me know which you would prefer. Warm regards, Marlow Marlow London

Dear Helena, You're right, and I'm sorry it has taken this long to get here. We sent you the incorrect item, and you shouldn't be out of pocket for our mistake. I'm arranging a full refund to your original payment method. You'll see it land within 3 to 5 business days, and there's nothing you need to send back, so please keep the item. I'm genuinely sorry for the frustration this has caused and for how drawn out it has been. Thank you for bearing with us. Warm regards, Marlow Marlow London