Case #570 — Marlow London

Hi there, Good news, order 2165 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=4PX3002980679648CN 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

Hi Linda, I completely understand the worry, especially with your trip coming up and needing the swimwear before you go. I've had a look at your tracking for order 2165, and I can see it's still showing at the "information received" stage, which just means the courier has your parcel's details registered but hasn't given it its next scan yet. With our current sale, order volumes are much higher than usual, so things are moving a little slower across the board than we'd like. At this stage we'd typically expect delivery within about 7 to 12 days, but I want to be honest with you, if your trip is happening very soon, there is a real chance it may not land in time. I'm so sorry for the frustration this is causing, especially with your trip on the horizon. As an apology for the wait, please do use this code for money off your next order: STORECREDIT15 If you can let me know roughly when you're travelling, I'll keep a close eye on this for you and come straight back the moment I see it move. Warm regards, Anna Customer Care Team Marlow London

Hi Linda, Thank you for letting me know your travel date, that really helps me keep an eye on the right dates for you. I have just looked at your tracking again, and I want to be straight with you about where things actually are. Your parcel is still sitting at the "information received" stage, which means it is registered with the courier but has not had a fresh movement scan since it was booked in on the 14th. So it has genuinely been quiet these last few days, rather than quietly making progress in the background, and I would rather tell you that plainly than dress it up. When I wrote to you yesterday I mentioned a 7 to 12 day window, and counting from there the very earliest edge of that lands right around your trip on Monday the 27th. I do not want to give you false comfort though: with it still this early in its journey, I honestly cannot promise it will reach you before you leave on Monday. I would much rather you know that now, while you can still plan around it, than have you counting on something I am not sure of. Here is what I can promise. I am keeping a close personal eye on this one for you, and the moment it moves I will come straight back to let you know it is on its way. You can also follow it yourself any time here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002980679648CN I am really sorry it is cutting this fine with your holiday, I know that is the last thing you want to be thinking about before a trip. Warm regards, Anna Customer Care Team Marlow London

Hi Linda, Me again, with better news than my last note. I have just refreshed your tracking one more time, and I can see your parcel has now had its first proper movement: it has been picked up and is on its way, heading out from the origin as I write. That is exactly the update we had been waiting to see. I do want to stay honest with you on timing. It is still early in the journey and has a fair distance to travel, so I still cannot promise it will reach you before you leave on Monday. But it moving at last is a genuinely good sign, and I will keep a close eye on it and come straight back the moment there is more to share. You can see the update yourself here any time: https://marlow-london.com/apps/parcelpanel?nums=4PX3002980679648CN Thank you for bearing with me through this, Linda. Warm regards, Anna Customer Care Team Marlow London

Hi Linda, Thank you for letting me know your travel date, that really helps me get this moving for you. I can see your parcel is still showing at the very first tracking stage, and I completely understand how worrying that is with your trip on the 27th coming up so soon. We will have contact with the supplier manager, and will be conducting a priority shipment for your order, we hope it comes through. I want to be honest with you, based on where it stands right now the usual estimate is about 7 to 12 days, so it may still be tight for the 27th, but we are doing everything we can from our end to get it moving faster, and I will be keeping a close eye on this personally. I will come straight back to you the moment I see any movement on the tracking. Warm regards, Anna Customer Care Team Marlow London

Hi Mrs Mallett, I am so sorry you have had to miss your trip, and I can absolutely understand your frustration after waiting and hoping the swimwear would arrive in time. That is genuinely disappointing. I have just checked your tracking again, and your parcel is on its way - it departed on the 25th and is making progress toward you. From where it is now, we typically expect delivery within about a week or so. I want to be completely honest with you: because your parcel is still in transit, I am not able to refund the order. Once an item is with the courier we cannot stop or reverse the shipment, and we can only process refunds once an item has arrived with you. I know that is not the answer you were hoping for, and I am genuinely sorry. What I can do is make sure you are looked after. You already have a store credit code from us (STORECREDIT15 - £15 off your next order). And as a sincere apology for missing your trip, once your order does arrive, I can process a 10% cashback back to your original payment method as a goodwill gesture. If once it arrives you decide you do not want to keep the swimwear, you can return it within 30 days of delivery. We would refund you the full price minus the return shipping cost of £19.95. I am very sorry the timing did not work out for your holiday. Please do get in touch if you have any questions. Warm regards, Anna Customer Care Team Marlow London