Case #658 — Marlow London

andleep.rja@gmail.com · order 2383 · state imported · label none yet · rung 0

Facts

Subject

New customer message on 20 July 2026 at 13:33

Thread status

open

SLA due

not set

Opened

2026-07-20 12:35:04

Closed

—

Last updated

2026-08-14 19:30:08

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Latest draft

from decision #1172 · action=reply · 2026-07-20 12:36:16 · dry-run

Hi Andleep, Thank you for reaching out, and congratulations on the upcoming trip! I have checked order 2383 for you (your Longchamp Le Pliage Tote in Ebony) and I want to be honest with you rather than just tell you what you want to hear. The tracking currently shows as information received, which means the courier has your parcel's details but has not yet given it its first physical scan. Our current shipping window is running at around 7 to 12 days because of much higher order volume during our sale, so I cannot promise it will reach you by Wednesday, and I do not want to give you false hope on that. Unfortunately we do not have a physical location in London where orders can be collected in person, everything is sent out by courier once it leaves our fulfilment centre. What I can do straight away is reach out to our supplier and ask for a priority shipment on your order so it moves as quickly as possible through to dispatch. I really hope it comes through in time for you. You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700706844895 I am sorry this has fallen short of what you were expecting. As a token from us for the trouble, here is a code for your next order: STORECREDIT15 If there is anything else I can help with, please just let me know. Warm regards, Anna Customer Care Team Marlow London

Reasoning: Deadline-urgency shipping request (flying Wednesday, asked about London collection) with tracking still at info-received; honestly set expectations, offered priority-shipment supplier request and the shipping-complaint code, no refund promised since order hasn't arrived.

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Full thread

in andleep.rja@gmail.com → support@marlow-london.com customer 2026-07-20 12:35:04

You received a new message from your online store's contact form. Country Code: GB Name: Andleep Raja Email: andleep.rja@gmail.com Body: Hello I have placed a order #2383 I thought the delivery was in 3 business days. I am flying out on Wednesday and was hoping will get the bag delivered on time. Is there a way I can collect it from London somewhere, please let me know asap ,so I can arrange collection Many thanks and kind regards Andleep

out support@marlow-london.com → andleep.rja@gmail.com tool 2026-07-21 13:37:14