Case #596 — Marlow London
ailsawylie@btinternet.com · order 2126 · state imported · label none yet · rung 0
Facts
New customer message on 18 July 2026 at 09:47
no_response
not set
2026-07-18 08:47:33
—
2026-08-14 19:30:08
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Latest draft
from decision #2807 · action=reply · 2026-08-03 08:52:23 · dry-run
Hi Ailsa,
What a lovely message to receive! I'm so glad you're having a brilliant time on your hols - please do enjoy the rest of it, and we can't wait to hear how you get on with your new tankini set when you're back.
Thank you for being so understanding throughout, and for reaching out.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer sent a thank you with no question or action needed; warm brief acknowledgement appropriate for case (5) thank_you auto-send.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ailsa Wylie
Email:
ailsawylie@btinternet.com
Body:
Hi there, any update about order 2126 please? Tracking
shows no update since the 13th July where it says ‘info
received’. Tracking number is 4PX3002979304254CN.
I ask as we are away on holiday from Thursday the 23rd and I
would love for this to arrive before then. Many thanks, Ailsa
Hi Ailsa,
Thanks for getting in touch, and I'm sorry for the worry, especially with your holiday from Thursday the 23rd. I completely understand wanting it before you head off.
I can see your order is at the "information received" stage, which means it's registered with the courier and entering their network. With these international parcels the tracking very often stays silent after that first scan and only updates again once the parcel reaches the UK, so the gap you're seeing since the 13th is normal and doesn't mean anything is wrong.
Being straight with you on timing: from this stage the usual window runs to around 7 to 12 days, so I can't confidently promise it will arrive before the 23rd, and I'd rather tell you that honestly now than have you counting on it. I'll keep an eye on it, and if anything looks unusual before you leave, just say the word.
For the trouble, here's a code for £15 off your next order: STORECREDIT15.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there,
Thanks very much for replying - after I wrote I did come across the delivery terms and so hands up, my bad. I wish I’d ordered earlier! Not to worry at all and I’ll look forward to my wee parcel when I return.
Many thanks
Ailsa
Sent from my iPhone
> On 19 Jul 2026, at 00:48, support@marlow-london.com wrote:
>
> Hi Ailsa,
>
> Thanks for getting in touch, and I'm sorry for the worry, especially with your holiday from Thursday the 23rd. I completely understand wanting it before you head off.
>
> I can see your order is at the "information received" stage, which means it's registered with the courier and entering their network. With these international parcels the tracking very often stays silent after that first scan and only updates again once the parcel reaches the UK, so the gap you're seeing since the 13th is normal and doesn't mean anything is wrong.
>
> Being straight with you on timing: from this stage the usual window runs to around 7 to 12 days, so I can't confidently promise it will arrive before the 23rd, and I'd rather tell you that honestly now than have you counting on it. I'll keep an eye on it, and if anything looks unusual before you leave, just say the word.
>
> For the trouble, here's a code for £15 off your next order: STORECREDIT15.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Ailsa,
Thank you so much for such a lovely, understanding message, it really made my day.
Not to worry at all, these things happen. I'll keep an eye on your parcel for you, and I hope it's waiting for you as a nice surprise when you're back from your travels. Have a wonderful trip!
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Ailsa,
I wanted to reach out one more time now that your order has arrived. I am so sorry again that it took longer than it should have to reach you. I know the wait was frustrating, and I really appreciate your patience through it.
I truly hope you love it now that it is finally in your hands. If anything is not quite right, just reply here and I will be glad to help.
You can always find us at https://marlow-london.com/ whenever you feel like treating yourself again.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi there Anna,
That’s really kind to write again and I’m not concerned at all at the delivery time (it took as long as it needed to take). Still on my hols and having a happy chilled time and so all good here. Not home for a while yet but I’m sure I’ll love it when I get back and it’ll get well used in the future.
Thanks very much for all the consideration you have shown.
All the best
Ailsa
Sent from my iPhone
> On 2 Aug 2026, at 22:02, support@marlow-london.com wrote:
>
> Hi Ailsa,
>
> I wanted to reach out one more time now that your order has arrived. I am so sorry again that it took longer than it should have to reach you. I know the wait was frustrating, and I really appreciate your patience through it.
>
> I truly hope you love it now that it is finally in your hands. If anything is not quite right, just reply here and I will be glad to help.
>
> You can always find us at https://marlow-london.com/ whenever you feel like treating yourself again.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Ailsa,
That's so lovely of you to say, thank you. Sounds like a wonderful trip - enjoy the rest of it, and I hope it gets plenty of good use once you're home and settled back in.
Warm regards,
Anna
Customer Care Team
Marlow London