Case #337 — Marlow London
fleur.collyer@gmail.com · order 1608 · state imported · label none yet · rung 0
Facts
4PX3002940860932CN
open
not set
2026-07-07 12:55:05
—
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 #911 · action=reply · 2026-07-16 08:05:18 · dry-run
Hi Fleur,
Thanks for your patience, and of course, I'm happy to help.
The one thing I should mention is that we can only start a return once your order has actually been delivered, as our return window begins from the delivery date. Your order is on its way at the moment (roughly 8 to 12 days in transit), so as soon as it lands, just drop me a line and we'll take it from there.
Since you asked, here are the return details for when it arrives: returns are within 30 days of delivery, in unworn, unused, original condition with the original packaging, and return postage goes to our overseas supplier at your own cost of £19.95.
That said, depending on the reason for returning, there may well be quicker and easier options once it's with you, such as a cashback so you keep the item, store credit, or a free replacement. So it's worth a quick chat before you post anything back.
If you're happy to share, it would help us improve if you let me know the reason, but that's completely optional and won't hold anything up.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 (support-ai authored)
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
Good Afternoon
Please could you give me any more information ony order 4px3002940860932cn. There has not been an update in 7 days.
Thank you
Fleur
Good news: your order is on its way!
We have been handling very high order volume recently, and with international logistics, tracking updates can sometimes lag behind the actual movement of your parcel. A seven day gap between scans is not unusual and does not mean your order has stopped.
Once tracking has moved from the first scan node, we typically see delivery within about a week from now. Your parcel is moving through the courier network, and the next scan should appear soon.
I am sorry for the inconvenience this wait has caused. As a small gesture, here is a £15 discount code for your next order:
SORRY15
You can follow your tracking anytime here:
https://marlow-london.com/apps/parcelpanel?nums=4PX3002940860932CN
Warm regards,
Anna
Customer Care Team
Marlow London
https://marlow-london.com/
On Tue, Jul 7, 2026 at 14:53, Fleur Collyer <fleur.collyer@gmail.com> wrote: Good Afternoon Please could you give me any more information ony order 4px3002940860932cn. There has not been an update in 7 days.
Thank you
Fleur
Good Morning,
Please could I have the return details for my order please. I haven't received my order yet but will be returning as soon as I receive it.
Thank you
Fleur
Please could I have the return details for
4PX3002940860932CN
Regards
Fleur
Hi Fleur,
Thanks for your patience, and of course, I'm happy to help.
The one thing I should mention is that we can only start a return once your order has actually been delivered, as our return window begins from the delivery date. Your order is on its way at the moment (roughly 8 to 12 days in transit), so as soon as it lands, just drop me a line and we'll take it from there.
Since you asked, here are the return details for when it arrives: returns are within 30 days of delivery, in unworn, unused, original condition with the original packaging, and return postage goes to our overseas supplier at your own cost of £19.95.
That said, depending on the reason for returning, there may well be quicker and easier options once it's with you, such as a cashback so you keep the item, store credit, or a free replacement. So it's worth a quick chat before you post anything back.
If you're happy to share, it would help us improve if you let me know the reason, but that's completely optional and won't hold anything up.
Warm regards,
Anna
Customer Care Team
Marlow London