Case #326 — Marlow London
mailer@shopify.com · order 1532 · state imported · label none yet · rung 0
Facts
New customer message on 6 July 2026 at 19:25
no_response
not set
2026-07-06 18:26:58
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #487 · action=reply · 2026-07-06 18:27:02 · dry-run
Hi Antoinette,
Firstly, I am so sorry for how long it has taken us to reply to you. That is not good enough, and I do apologise.
To put your mind at rest: yes, that tracking is completely correct and normal. Some of our orders, including your Florence blouse, ship directly from our trusted overseas supplier, so the parcel really does travel by air and clear customs on its way to you. That is exactly what we would expect to see, and it is not a mix-up.
You can follow it here:
https://marlow-london.com/apps/parcelpanel?nums=4PX3002929977170CN
I will be honest though, this has now taken longer than we would ever want. If it does not arrive, please just tell me and we will chase it directly with the courier for you.
And as a sorry for the wait, please take £15 off your next order with the code STORECREDIT15.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 pre14-kept
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Antoinette Fleming
Email:
fmikton@btinternet.com
Body:
I ordered a top from you on 27th June. Order number
#1532. It still hasn't arrived yet and when I track it the
messages talk about airline flights and customs clearance. Is
this correct or has there been a mix up. Please advise. Thank
you.