Case #527 — Marlow London
carolienstam@aol.com · order 2013 · state imported · label none yet · rung 0
Facts
A shipment from order #2013 is on the way
open
not set
2026-07-15 21:43:37
—
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 #1738 · action=reply · 2026-07-26 14:41:27 · dry-run
Dear Carolien,
You're very welcome, and thank you for your patience with us through this. I'm glad we could get it sorted for you.
If anything else comes up, just reach out.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order #2013 was already fully refunded (confirmed in the prior outbound) and Carolien is just thanking us - no further action needed, just a warm acknowledgement to close the thread.
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Full thread
Hi
I’m unable to track my order as, when I try, I get “my order does not exist”. Please can you let me know when I will get it?
Thanks Carolien
Sent from the all-new AOL app for iOS
On Friday, July 10, 2026, 2:37 pm, MARLOW LONDON <support@marlow-london.com> wrote:
#yiv4060102998 body {margin:0;padding:0;width:100% !important;}#yiv4060102998 img {border:0;outline:none;text-decoration:none;display:block;}@media only screen and (max-width:600px) {#yiv4060102998 .yiv4060102998container {width:100% !important;}#yiv4060102998 .yiv4060102998px {padding-left:24px !important;padding-right:24px !important;}#yiv4060102998 .yiv4060102998h1 {font-size:28px !important;line-height:36px !important;}#yiv4060102998 .yiv4060102998code {font-size:20px !important;letter-spacing:3px !important;}#yiv4060102998 .yiv4060102998btn a {display:block !important;}}
Your order is on its way
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Shipped
On its way, Carolien
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Your order has left our boutique. Track your package below to see when it'll arrive.
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Tracking number
4PX3002971954174CN
Carrier: Other
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| Track now |
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A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com.
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Items shipped
| HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 12 (L) · Teal and Red Floral / UK 12 (L) · Qty 1 |
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Order number
#2013
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Shipping to
Carolien Carolien
Worthing, United Kingdom
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Questions about your delivery? Reply to this email and we'll help right away.
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Follow us
Facebook |
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Hi Carolien,
Thanks for reaching out, and sorry for the confusion with tracking!
Good news, your order has been processed and is on its way. The "order does not exist" message just means the tracking number hasn't been fully picked up by the system yet, this is common in the first few days after a label is created and it should start showing updates soon, so there's nothing to worry about.
Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 7 to 12 days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954174CN
If the tracking still isn't showing anything after a few more days, just let us know and we'll be happy to look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
When am I going to get my order?
Carolien
Sent from the all-new AOL app for iOS
On Friday, July 10, 2026, 2:37 pm, MARLOW LONDON <support@marlow-london.com> wrote:
#yiv2346445530 body {margin:0;padding:0;width:100% !important;}#yiv2346445530 img {border:0;outline:none;text-decoration:none;display:block;}@media only screen and (max-width:600px) {#yiv2346445530 .yiv2346445530container {width:100% !important;}#yiv2346445530 .yiv2346445530px {padding-left:24px !important;padding-right:24px !important;}#yiv2346445530 .yiv2346445530h1 {font-size:28px !important;line-height:36px !important;}#yiv2346445530 .yiv2346445530code {font-size:20px !important;letter-spacing:3px !important;}#yiv2346445530 .yiv2346445530btn a {display:block !important;}}
Your order is on its way
|
| |
| |
|
Shipped
On its way, Carolien
|
|
Your order has left our boutique. Track your package below to see when it'll arrive.
|
|
|
Tracking number
4PX3002971954174CN
Carrier: Other
|
|
| Track now |
|
|
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com.
|
|
|
Items shipped
| HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 12 (L) · Teal and Red Floral / UK 12 (L) · Qty 1 |
|
|
|
Order number
#2013
|
Shipping to
Carolien Carolien
Worthing, United Kingdom
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|
|
Questions about your delivery? Reply to this email and we'll help right away.
|
| |
|
Follow us
Facebook |
|
Hi there,
Good news, order 2013 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954174CN
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Sorry, I’m not buying it, WHEN WILL I GET THE PARCEL? When, at some point in the last week, I was able to track it, it showed it was out for delivery.
I’ve read your company reviews and I’m now seriously concerned I’ve been conned. If I don’t have the parcel by Friday this week, I WILL be getting my money back and reporting this to trading standards in the UK and the Netherlands.
Sincerely
Carolien Reynolds
Sent from the all-new AOL app for iOS
On Tuesday, July 21, 2026, 2:26 pm, support@marlow-london.com <support@marlow-london.com> wrote:
Hi there,
Good news, order 2013 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954174CN
If it's still stuck after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you for that! I appreciate it.
Carolien
Sent from the all-new AOL app for iOS
On Sunday, July 26, 2026, 2:28 pm, support@marlow-london.com wrote:
Dear Carolien,
I am so sorry. You should never have had to ask us more than once, and you certainly should not have had to chase us on Instagram to get an answer. That is on us, and I am sorry for how that felt on your end.
I have just refunded the full £39.95 for order #2013 back to your original payment method. It will take 3 to 5 business days to appear, depending on your bank.
I want to be honest with you about why, rather than ask you to wait any longer. Your parcel has barely moved. It only left the origin airport on 25 July, 15 days after you placed your order, and it is still in China. That is not a normal delivery timeline, and it is not fair to keep asking you to be patient for something that has hardly started its journey. So rather than have you wait any further, we are refunding you in full now.
There is nothing you need to do. If the parcel does eventually arrive at your door, please do keep it with our apologies. Nothing to pay, nothing to send back.
I am sorry again for the wait and for the runaround getting a response. Thank you for your patience with us.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Carolien,
You're very welcome, and thank you for your patience with us through this. I'm glad we could get it sorted for you.
If anything else comes up, just reach out.
Warm regards,
Anna
Customer Care Team
Marlow London