Case #532 — Marlow London

Hi Amanda, Thanks for reaching out! Good news, your order #2001 has been processed and is on its way. 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=4PX3002971954068CN If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Hi Amanda, I can absolutely understand your frustration after this long wait, and I'm truly sorry for the worry. Please don't worry about involving your bank - there is genuinely no need for that, your order is absolutely on its way. I've just checked your tracking and I have good news: it has started moving. It departed from the facility on the 24th and is now in transit to you. I know it felt stuck when you checked earlier, but that is completely normal with these international shipments - there are often gaps between scan updates as parcels move through different hubs. When I said your order should arrive within 7 to 12 days on the 16th, that puts it right around now. From where your parcel is right now, I would expect it within the next few days at most. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954068CN I know I cannot offer you a refund because the order is still in transit and with the carrier at this point, but I genuinely promise it is on its way to you. As an apology for the inconvenience and worry this has caused, here is a code for money off your next order: STORECREDIT15 If it doesn't progress further or something else happens, please come straight back to me. Warm regards, Anna Customer Care Team Marlow London

Hi Amanda, I'm truly sorry the order took so long to arrive - from when you first reached out on 16 July through to yesterday, that was a long wait, and I completely understand it arrived too late for when you needed it. That must have been really frustrating. Rather than having you deal with sending it back overseas at your own cost, I'd like to offer you two options: 1. A 10% cashback - you keep the tankini, and we'll refund 10% of what you paid back to your original payment method within 3-5 business days. 2. A completely free replacement - if there's another item from our collection you'd like instead, we can send that to you for free, and you can keep this one as well. Which would work better for you? Just let me know and I'll get it sorted straight away. Warm regards, Anna Customer Care Team Marlow London

Hi Amanda, Thanks for getting back to me. I completely understand - the long wait means it's arrived too late for what you needed, and you'd like to return it. Before you go to the trouble of posting it back, let me be honest about what that would mean for you. You'd pay £19.95 out of your own pocket to return it to our overseas supplier, then wait 3 to 4 weeks for it to reach us and be processed. There's also the hassle of packing and posting it yourself, it's not great for the environment, and there's a genuine risk the parcel could get lost in transit, which wouldn't help either of us. I've spoken to the higher-ups and we concluded we can grant you a maximum of 20%, which of course we'll grant you. You'd keep the tankini and the 20% would be refunded to your original payment method within 3 to 5 business days. Just let me know if that works for you. I'm genuinely sorry for how long this has taken. Warm regards, Anna Customer Care Team Marlow London