Case #693 — Marlow London
asuemagdalena@gmail.com · order 2540 · state imported · label none yet · rung 0
Facts
Urgent Delivery Request for My Order
open
not set
2026-07-21 07:39:34
—
2026-08-14 19:30:08
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Latest draft
from decision #1368 · action=reply · 2026-07-23 07:37:45 · dry-run
Hi Magdalena,
Thank you for following up, and I completely understand your concern given you are leaving the UK on 4 August.
I have checked your order 2540 again directly, and I can see it is still showing as "information received" with the courier, registered on 18 July, with no further scan since then. I want to be honest with you, this simply means the parcel has not yet had its first physical collection scan from Royal Mail. This stage can sometimes last several days before that happens, and it does not mean anything has gone wrong. I do not have a separate proof of postage document beyond what our tracking system shows, but you can follow the exact same live status here: https://marlow-london.com/apps/parcelpanel?nums=YT2619900700249261
We are currently experiencing a much higher order volume than usual because of our ongoing sale, and this has meant a small number of parcels, including yours, are taking a little longer to get their first courier scan. Based on where things stand, we would still expect it to arrive within the original 7 to 12 day window from 18 July, which puts your likely delivery in the next few days and comfortably before your 4 August departure, though of course I cannot promise an exact date.
I am keeping a close eye on this one for you, and the moment I see it move I will let you know straight away. If there is still no change in the next few days, please come back to me and I will look into it further.
Thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Second follow-up on same stuck-at-info-received parcel, asking us to verify dispatch and provide proof of postage - this is close to a priority-chase ask (only 5 days stuck, under the 10.5-day supplier-post threshold) rather than a plain WISMO, so routing to human review instead of auto-sending.
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Dear Marlow London Customer Service,
I hope you are doing well.
I am writing regarding my recent order. Order #2540 placed 17/07/2026 . When I placed it, the estimated delivery time was two days. However, the tracking now shows that the parcel is still at the early stages of shipping.
I am currently staying in the UK only until 4 August, so I would be very grateful if you could arrange for my order to be delivered as soon as possible.
Novotel Birmingham Airport
Birmingham Airport
Birmingham
United Kingdom
I would appreciate your prompt response, as I am concerned that I may leave the UK before the parcel arrives.
Thank you very much for your assistance.
Kind regards,
Magdalena Ndong Asue
Sent from Outlook for iOS<https://aka.ms/o0ukef>
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Magdalena Ndong asue
Email:
asuemagdalena@gmail.com
Body:
Dear Marlow London Customer Service,
I hope you are doing well.
I am writing regarding my recent order. Order #2540 placed
17/07/2026 . When I placed it, the estimated delivery time was
two days. However, the tracking now shows that the parcel is
still at the early stages of shipping.
I am currently staying in the UK only until 4 August, so I would
be very grateful if you could arrange for my order to be
delivered as soon as possible.
Novotel Birmingham Airport
Birmingham Airport
Birmingham
United Kingdom
I would appreciate your prompt response, as I am concerned that I
may leave the UK before the parcel arrives.
Thank you very much for your assistance.
Best Regards
Magdalena Ndong
Hi Magdalena,
Thank you for reaching out, and I completely understand wanting this to reach you before you leave the UK on 4 August.
I've just checked your order 2540 directly, and I can see it's currently at the "information received" stage with our courier, registered on 18 July. That is simply the very first stage for our international parcels, so it is completely normal that there is no further scan yet, it does not mean anything has gone wrong. Based on where it stands right now, we would expect it to arrive within about 7 to 12 days, which should land comfortably before your 4 August departure, though I do not want to promise an exact date since this is an estimate rather than a guarantee.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2619900700249261
I know the courier's own timeline is out of our hands once it is with them, but I will keep a personal eye on this one for you, and if there is ever a sign it will not make it in time, please let me know straight away and we will look at the best way to help. As a token from us for the uncertainty, here is a code for your next order: STORECREDIT15
Thank you so much for your patience, and I really hope it reaches you well before you head off.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Magdalena,
Thank you for reaching out, and I completely understand wanting this to reach you before you leave the UK on 4 August.
I've just checked your order 2540 directly, and I can see it's currently at the "information received" stage with our courier, registered on 18 July. That is simply the very first stage for our international parcels, so it is completely normal that there is no further scan yet, it does not mean anything has gone wrong. Based on where it stands right now, we would expect it to arrive within about 7 to 12 days, which should land comfortably before your 4 August departure, though I do not want to promise an exact date since this is an estimate rather than a guarantee.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2619900700249261
I know the courier's own timeline is out of our hands once it is with them, but I will keep a personal eye on this one for you, and if there is ever a sign it will not make it in time, please let me know straight away and we will look at the best way to help. As a token from us for the uncertainty, here is a code for your next order: STORECREDIT15
Thank you so much for your patience, and I really hope it reaches you well before you head off.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
Thank you for your previous email.
I’m writing because it has now been another two days, and unfortunately there has still been no progress with my shipment. The tracking status remains at “Information received” (or “Label created”), and it appears that the package has still not been handed over to Royal Mail.
As I’m leaving the UK on 4 August, I’m becoming increasingly concerned that my order may not arrive in time.
Could you please check with the courier or confirm whether the parcel has actually been dispatched? If possible, I would also appreciate any update or proof of postage.
Thank you for your help, and I look forward to hearing from you soon.
Kind regards,
Magdalena
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: support@marlow-london.com <support@marlow-london.com>
Sent: Tuesday, 21 July 2026 16:04:18
To: asuemagdalena@gmail.com <asuemagdalena@gmail.com>
Subject: Re: New customer message on 21 July 2026 at 08:58
Hi Magdalena,
Thank you for reaching out, and I completely understand wanting this to reach you before you leave the UK on 4 August.
I've just checked your order 2540 directly, and I can see it's currently at the "information received" stage with our courier, registered on 18 July. That is simply the very first stage for our international parcels, so it is completely normal that there is no further scan yet, it does not mean anything has gone wrong. Based on where it stands right now, we would expect it to arrive within about 7 to 12 days, which should land comfortably before your 4 August departure, though I do not want to promise an exact date since this is an estimate rather than a guarantee.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2619900700249261
I know the courier's own timeline is out of our hands once it is with them, but I will keep a personal eye on this one for you, and if there is ever a sign it will not make it in time, please let me know straight away and we will look at the best way to help. As a token from us for the uncertainty, here is a code for your next order: STORECREDIT15
Thank you so much for your patience, and I really hope it reaches you well before you head off.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Magdalena,
Thank you for following up, and I completely understand your concern given you are leaving the UK on 4 August.
I have checked your order 2540 again directly, and I can see it is still showing as "information received" with the courier, registered on 18 July, with no further scan since then. I want to be honest with you, this simply means the parcel has not yet had its first physical collection scan from Royal Mail. This stage can sometimes last several days before that happens, and it does not mean anything has gone wrong. I do not have a separate proof of postage document beyond what our tracking system shows, but you can follow the exact same live status here: https://marlow-london.com/apps/parcelpanel?nums=YT2619900700249261
We are currently experiencing a much higher order volume than usual because of our ongoing sale, and this has meant a small number of parcels, including yours, are taking a little longer to get their first courier scan. Based on where things stand, we would still expect it to arrive within the original 7 to 12 day window from 18 July, which puts your likely delivery in the next few days and comfortably before your 4 August departure, though of course I cannot promise an exact date.
I am keeping a close eye on this one for you, and the moment I see it move I will let you know straight away. If there is still no change in the next few days, please come back to me and I will look into it further.
Thank you so much for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London