Case #637 — Marlow London
hayleyw16@hotmail.com · order 2076 · state imported · label none yet · rung 0
Facts
New customer message on 19 July 2026 at 22:04
open
not set
2026-07-19 21:05:15
—
2026-08-14 19:30:08
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Latest draft
from decision #1122 · action=reply · 2026-07-19 21:05:58 · dry-run
Hi Hayley,
Thank you for reaching out, and please don't worry at all, we are a genuine, real business with a real team here looking after every order. I completely understand wanting to double check, especially with so much online, but rest assured your order with us is safe and being taken care of.
As for cancelling, I can see order 2076 currently shows as a label created but it has not yet been collected by the courier, so it is still at the very earliest stage. I am checking right now on our end whether we can still stop it before it goes out. I will come back to you the moment I know more, and if we are able to catch it in time, I will get your full refund processed straight away.
Thank you for your patience, and please do let me know if you have any other questions in the meantime, I am very happy to help.
Warm regards,
Anna
Customer Care Team
Marlow London
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Hayley
Email:
hayleyw16@hotmail.com
Body:
I'd like to cancel my order please. Since placing it, I
have read reviews that suggest this business is not as it appears
and is a scam.
Hi Hayley,
Thank you for reaching out, and I completely understand wanting to double check before your order goes any further. I want to reassure you personally: Marlow London is a real, small team here in the UK, and I'm a real person reading and replying to your message right now. I'm genuinely sorry that some of what you came across online left you feeling unsure about us, that's never a nice feeling, and I want to make this right for you.
On your order specifically: #2076 currently shows a shipping label has been created, but it has NOT yet been physically collected by the courier, so nothing has actually shipped yet. Because of that, we've gone ahead and requested a stop on it right now on our end. I can't promise this second that it's caught in time (that depends on the timing at our warehouse), but I'll come straight back to you the moment I know either way.
Either way, please don't worry about being stuck with anything you don't want. If we catch it before it's collected, I'll refund you immediately and in full, no questions asked. And even in the unlikely case it's already gone out by the time we hear back, you would still be fully covered, you're not stuck with it and a full refund remains available to you regardless.
I'll be in touch as soon as I hear back on the stop request. Thank you for your patience, and again, I'm sorry this experience got off to a worrying start, I hope I can help turn that around.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Hayley,
I'm so sorry, we were not able to cancel order 2076 in time, it has now gone out with the courier.
I have talked to the higher-ups and we can handle a 30% cashback (£11.99) back to your original payment method without needing to stop the order or arrange a return, does this interest you? Or would you rather wait until it arrives and send it back for a full refund instead, entirely your call.
Just let me know which you would prefer and I will get it moving straight away.
Warm regards,
Anna
Customer Care Team
Marlow London