Case #696 — Marlow London
carolgord1@hotmail.co.uk · order 2349 · state imported · label none yet · rung 0
Facts
New customer message on 21 July 2026 at 09:08
open
not set
2026-07-21 08:08:23
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #1943 · action=reply · 2026-07-28 14:13:23 · dry-run
Hi Carol,
I am so sorry to hear that the parcel has not arrived in time for your granddaughter's birthday - I completely understand the disappointment, especially when it was such a special gift.
I understand you were hoping it would come from London. We ship some orders directly from our trusted overseas supplier to avoid delays, and the quality is exactly the same as if it came from London.
Regarding the refund - I genuinely wish I could help with that, but we are not able to refund orders while they are still in transit with the courier. Your order is on its way.
From the tracking, I can see it is currently at the information received stage - that is the very first step, where the courier has your parcel's details and is preparing for collection. This is completely normal, and these parcels usually move through to the next stage within a few days. Based on where it is now, I would expect it to arrive within about 7 to 12 days.
As a sincere apology for the wait and the missed birthday, I have a £15 code for you to use on your next order: STORECREDIT15. And once your parcel arrives, if you would like to get in touch, I can also put a 10% cashback on your original payment as an additional apology.
You can track the parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107679
I am so sorry this has not arrived in time for the special day, and I really hope your granddaughter loves it when it does arrive.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Refund demand on in-transit order; refuse per policy but soften with shipping-complaint goodwill code and conditional cashback due to missed birthday deadline.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Carol Wickson
Email:
carolgord1@hotmail.co.uk
Body:
Hi, how long do orders take to arrive. I thought mine
would only be a couple of days.
Thanks
Hi there,
Good news, order 2349 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=YT2619700700107679
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 there,
Good news, order 2349 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=YT2619700700107679
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
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Carol Wickson
Email:
carolgord1@hotmail.co.uk
Body:
Hi I would like to request a refund please - I was under
the impression it was coming from London and it was a gift for my
granddaughters birthday and still not arrived
Regards
Carol Wickson
Hi Carol,
I am so sorry to hear that the parcel has not arrived in time for your granddaughter's birthday - I completely understand the disappointment, especially when it was such a special gift.
I understand you were hoping it would come from London. We ship some orders directly from our trusted overseas supplier to avoid delays, and the quality is exactly the same as if it came from London.
Regarding the refund - I genuinely wish I could help with that, but we are not able to refund orders while they are still in transit with the courier. Your order is on its way.
From the tracking, I can see it is currently at the information received stage - that is the very first step, where the courier has your parcel's details and is preparing for collection. This is completely normal, and these parcels usually move through to the next stage within a few days. Based on where it is now, I would expect it to arrive within about 7 to 12 days.
As a sincere apology for the wait and the missed birthday, I have a £15 code for you to use on your next order: STORECREDIT15. And once your parcel arrives, if you would like to get in touch, I can also put a 10% cashback on your original payment as an additional apology.
You can track the parcel here: https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107679
I am so sorry this has not arrived in time for the special day, and I really hope your granddaughter loves it when it does arrive.
Warm regards,
Anna
Customer Care Team
Marlow London