Case #409 — Marlow London
love-56@hotmail.co.uk · order 2003 · state imported · label none yet · rung 0
Facts
New customer message on 10 July 2026 at 07:44
open
not set
2026-07-10 06:45:17
—
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 #976 · action=reply · 2026-07-17 06:32:25 · dry-run
Hi Mrs Vara,
Thank you for confirming your correct postcode, HP13 7BL, that is really helpful.
I want to be honest with you about where things stand. Your order had already shipped before we were able to amend the address, and unfortunately it went out to your old address at 55 St Joseph's Drive. I am sorry for the stress this has caused.
Right now the parcel is still showing in transit, not delivered, so I am not yet able to process a refund, as we cannot refund an order that has not arrived, and I cannot yet confirm it is lost, because we simply do not know what has happened to it. Our request to the supplier to try to redirect it is still pending a reply. In the meantime, I would really encourage you to contact the courier directly with your tracking number, as they may be able to help hold or redirect it at their end.
Please be assured that once we know where the parcel has ended up, we will make this right for you, whether that is a replacement sent to your new address or a refund.
As a gesture for the stress this has caused, here is a code for £10 off your next order: STORECREDIT10.
I will be in touch the moment I have an update.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [support-ai authored] Address-change-after-shipment: #2003 shipped to OLD address (55 St Joseph's Drive), still in transit. Corrected prior draft's false 'no mix-up on our side' claim. No refund while in transit (hard rule); redirect pending; advise courier; promise resend-or-refund on resolution; STORECREDIT10 goodwill. FLAG: partly our miss; likely needs resend or refund once parcel resolves - operator watch.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Jyotsna Vara
Email:
love-56@hotmail.co.uk
Body:
I have ordered a swimsuit but my on the system says my
address as 55 st Joseph’s Drive but I have moved and my new
address is 24 Robinson Road
High Wycombe
HP13 7BL
Please could you amend it and send it to
24 Robinson Road
High Wycombe
Ho13 7BL
Thank you
Also please could you reply to this message so I know
Thank you
Hi Jyotsna,
Thank you for letting us know, and congratulations on the move!
Good news, I can see your order hasn't shipped yet, so we should be able to get the address updated for you.
Just to make sure everything arrives safely, I noticed the postcode was written slightly differently in your message, once as HP13 7BL and once as HO13 7BL. Could you please confirm which one is correct?
As soon as I have that confirmed, I will get the new address updated on your order right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Good morning on the day of ordering I realised that you have my old address, straight away I sent you a text to ship it to my new address which is
24 Robinson RoadHigh Wycombe
HP13 7BL
But when I am tracking it is showing it’s still on its way to my OLD Address please could you not deliver there and re deliver to my above address.
Thank you.
Mrs Vara
On 13 Jul 2026, at 08:42, MARLOW LONDON <support@marlow-london.com> wrote:
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACdpBGVS4YQqhrZ_2xt3mGlRxdt0QMnmIClDxHIOvOeHztdaZYNvYN1YMDVZhBn6draesS6MrhM7eNMGNLfL9Tt4qWMM1eDB6Kqd2Ch2FseRnTJkXIdkcLnZfuyzLfqu-IdNzOq116ZIN3RAyG6UxYHoTb8a9z3aeqmhwEXcqsHBP3APN_d7duePRbksUTI4byziZTtsEK361QMv5L0GxAvwe0IQtVOUcxuz7Otqe7iuGDVIYvK6m5TUk9P_ydgMklBA61EwbLECC-gnxXPEHsrMjbg6oq-vYiSdm_vREljF00sFfThdhAgzm-t2vwszyVfOhA85bcP7z_sKFxpyPRIzA==>
Shipped
On its way, Jyotsna
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002979304025CN
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AAD8-q4L6f-6PhJBMxISoKCBeyyi_WPc1Gu-kWZelOPVnIaj-bF-UwVgXTz6Q7pAHEf0APR-zWkSQg59Zqz6G1JKx0P8gunHkn8uDpIHel4nAzApH7hHW3oKQMW5IHS7eb4bAq1kT1vQ75sTHwYlsggjkR_iReTNcUJdTi55zTv0z3LLp21eF5sh_Gf1hhRKb1mwF424RHz1Cj6B4cjAOZynR99ZkqsXZWJL9COE9D6KF4MOQlDt9uZR5smdBG1VIXL6kj5InnNnPs10hRAokcIAjpGIu8_Xia9UH78kK78Cad53tLQ4I2W2S3imoSpV78WAssDVPMEDCpz_4bDdGACfuHuHReBIv-eAHz3KfOyLtKxERA==>
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AAAUqJud1bZwg6clrljO4mt4hJ8eK8b3EljXwOiEZy4x2k8zkHYV2QcP-GV8X4PWphqbRNR2F_c5fgOozzOu_WX9lKAUa9j5MW3oWrQYJaxDSMEsOVV3VzKFbwQPhVLyIj1kZpOQJ6m7vLPZhb0rd34h8QRq27zMHdnahvjzSzcA5SYhLaYwLfFrkTZ8qcChjUQj2YepzCurqOhOtqt3QzBtCs-nKuwcOmrEc4BOvRPfdNvknCDvRRiSo-36FvaeClj-3R5TK2AFtAxwm4JpMQtrPZhRuyAqubtv2Yz9X4oagUbG-SmQ-XbTfxA-MRQZO__zg6tXybEYNu2d_-0Om_PXDVA=>.
Items shipped
KERENZA | ELEGANT COMFORT-FIT SWIMSUIT - Blue / UK 10 (M) · Blue / UK 10 (M) · Qty 1
Order number
#2003
Shipping to
Jyotsna Vara
Southall, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook<https://marlow-london.com/_t/c/v3/AACQU0YnBW73rXa1OcEo-YyJh1ehVWbNLN4rwjYsWZ5feb5sK1-JWf7gyHbf-jU_PasqRpT-bu9Sh51oHHdVS4TYqakshzL8IzUNmnbUmSqvT7RpCyly8gOrxMDgwATNGHsfJFwcUlC9YQqEmslfCOhahqgcYvHOei4lwIBJAA4dy9z5YxorTDNFip7fsQIDpgjGTjm7jh0Ft1i1SxcMsHfLE2CXin-nhPxbU7PdLFyREG_QGn29WSHhmUZ6X1ptD8MOAqZLiMEyLsJ_h2pIlE1RKYVfReBJvGhH5IB2H_E3BREtMTDh_IZepNf0nCydYbAxrI8yDYXTORk=>
Hi Mrs Vara,
Thank you for following up, and I am so sorry for the mix-up here.
I can see that your order (order 2003, the Kerenza swimsuit) has already been shipped, which means I am not able to change the delivery address from our side any more. It is currently showing as heading to your old address on Saint Joseph's Drive.
That said, I have gone ahead and asked our supplier anyway to see whether they can still get hold of the carrier and have it redirected to 24 Robinson Road, High Wycombe, HP13 7BL. I cannot promise they will manage it once a parcel is already moving, but it costs nothing to ask and I would much rather try than not. I will come back to you as soon as I hear anything.
In the meantime it is well worth taking matters into your own hands too, as you may get further faster than we will: if you contact the courier directly with your tracking number below, they can often redirect a parcel, hold it at a depot, or arrange a redelivery before it ever reaches the old address.
https://marlow-london.com/apps/parcelpanel?nums=4PX3002979304025CN
Tracking number: 4PX3002979304025CN
I am really sorry for the inconvenience, especially as you let us know straight away on the day. If neither route works out, just tell me and we will sort out the best way to help you from our side.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for replying to my email,
Please could you either refund me or send me the swimsuit at my new address, as I don’t know if someone at the old address took it or not.
On 14 Jul 2026, at 08:17, jyotsna vara <love-56@hotmail.co.uk> wrote:
Good morning on the day of ordering I realised that you have my old address, straight away I sent you a text to ship it to my new address which is
24 Robinson RoadHigh Wycombe
HP13 7BL
But when I am tracking it is showing it’s still on its way to my OLD Address please could you not deliver there and re deliver to my above address.
Thank you.
Mrs Vara
On 13 Jul 2026, at 08:42, MARLOW LONDON <support@marlow-london.com> wrote:
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACdpBGVS4YQqhrZ_2xt3mGlRxdt0QMnmIClDxHIOvOeHztdaZYNvYN1YMDVZhBn6draesS6MrhM7eNMGNLfL9Tt4qWMM1eDB6Kqd2Ch2FseRnTJkXIdkcLnZfuyzLfqu-IdNzOq116ZIN3RAyG6UxYHoTb8a9z3aeqmhwEXcqsHBP3APN_d7duePRbksUTI4byziZTtsEK361QMv5L0GxAvwe0IQtVOUcxuz7Otqe7iuGDVIYvK6m5TUk9P_ydgMklBA61EwbLECC-gnxXPEHsrMjbg6oq-vYiSdm_vREljF00sFfThdhAgzm-t2vwszyVfOhA85bcP7z_sKFxpyPRIzA==>
Shipped
On its way, Jyotsna
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002979304025CN
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AAD8-q4L6f-6PhJBMxISoKCBeyyi_WPc1Gu-kWZelOPVnIaj-bF-UwVgXTz6Q7pAHEf0APR-zWkSQg59Zqz6G1JKx0P8gunHkn8uDpIHel4nAzApH7hHW3oKQMW5IHS7eb4bAq1kT1vQ75sTHwYlsggjkR_iReTNcUJdTi55zTv0z3LLp21eF5sh_Gf1hhRKb1mwF424RHz1Cj6B4cjAOZynR99ZkqsXZWJL9COE9D6KF4MOQlDt9uZR5smdBG1VIXL6kj5InnNnPs10hRAokcIAjpGIu8_Xia9UH78kK78Cad53tLQ4I2W2S3imoSpV78WAssDVPMEDCpz_4bDdGACfuHuHReBIv-eAHz3KfOyLtKxERA==>
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AAAUqJud1bZwg6clrljO4mt4hJ8eK8b3EljXwOiEZy4x2k8zkHYV2QcP-GV8X4PWphqbRNR2F_c5fgOozzOu_WX9lKAUa9j5MW3oWrQYJaxDSMEsOVV3VzKFbwQPhVLyIj1kZpOQJ6m7vLPZhb0rd34h8QRq27zMHdnahvjzSzcA5SYhLaYwLfFrkTZ8qcChjUQj2YepzCurqOhOtqt3QzBtCs-nKuwcOmrEc4BOvRPfdNvknCDvRRiSo-36FvaeClj-3R5TK2AFtAxwm4JpMQtrPZhRuyAqubtv2Yz9X4oagUbG-SmQ-XbTfxA-MRQZO__zg6tXybEYNu2d_-0Om_PXDVA=>.
Items shipped
KERENZA | ELEGANT COMFORT-FIT SWIMSUIT - Blue / UK 10 (M) · Blue / UK 10 (M) · Qty 1
Order number
#2003
Shipping to
Jyotsna Vara
Southall, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook<https://marlow-london.com/_t/c/v3/AACQU0YnBW73rXa1OcEo-YyJh1ehVWbNLN4rwjYsWZ5feb5sK1-JWf7gyHbf-jU_PasqRpT-bu9Sh51oHHdVS4TYqakshzL8IzUNmnbUmSqvT7RpCyly8gOrxMDgwATNGHsfJFwcUlC9YQqEmslfCOhahqgcYvHOei4lwIBJAA4dy9z5YxorTDNFip7fsQIDpgjGTjm7jh0Ft1i1SxcMsHfLE2CXin-nhPxbU7PdLFyREG_QGn29WSHhmUZ6X1ptD8MOAqZLiMEyLsJ_h2pIlE1RKYVfReBJvGhH5IB2H_E3BREtMTDh_IZepNf0nCydYbAxrI8yDYXTORk=>
My post code is HP13 7BL
> On 10 Jul 2026, at 22:41, support@marlow-london.com wrote:
>
> Hi Jyotsna,
>
> Thank you for letting us know, and congratulations on the move!
>
> Good news, I can see your order hasn't shipped yet, so we should be able to get the address updated for you.
>
> Just to make sure everything arrives safely, I noticed the postcode was written slightly differently in your message, once as HP13 7BL and once as HO13 7BL. Could you please confirm which one is correct?
>
> As soon as I have that confirmed, I will get the new address updated on your order right away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Mrs Vara,
Thank you for confirming your correct postcode, HP13 7BL, that is really helpful.
I want to be honest with you about where things stand. Your order had already shipped before we were able to amend the address, and unfortunately it went out to your old address at 55 St Joseph's Drive. I am sorry for the stress this has caused.
Right now the parcel is still showing in transit, not delivered, so I am not yet able to process a refund, as we cannot refund an order that has not arrived, and I cannot yet confirm it is lost, because we simply do not know what has happened to it. Our request to the supplier to try to redirect it is still pending a reply. In the meantime, I would really encourage you to contact the courier directly with your tracking number, as they may be able to help hold or redirect it at their end.
Please be assured that once we know where the parcel has ended up, we will make this right for you, whether that is a replacement sent to your new address or a refund.
As a gesture for the stress this has caused, here is a code for £10 off your next order: STORECREDIT10.
I will be in touch the moment I have an update.
Warm regards,
Anna
Customer Care Team
Marlow London