Case #697 — Marlow London

Hi Team, I placed an order and have only received the confirmation email. Unfortunately, I have not yet received any tracking information, and the order has not arrived. As this item is required by Friday, I would be grateful if you could provide an update on the status of my order and advise when I can expect delivery. I look forward to hearing from you as soon as possible. Kind regards, Grace ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: Tuesday, July 14, 2026 6:47 PM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Order #2287 confirmed [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAB9RtLSHW5Tl0GkRaWyQXpWXQg9g23ZuIALhwTuMBDlWG5LiIpL1GXoQuM9e0I0t_sE_vnqiVRItapFIzTOF8Z8F3ffUgf2Q0lOdcYcSfIRAYxB_XsQF5g0nEnNDjS_GP1xD9V1M3mtmf6U67nQE3cGUBLLeSGO2llaNBZMuDZyfD4URFtSKSO2QjFxE714FMQ5su2Mrl2ivaRCBcUGE82btIEmM08-lBUBohA1cWLD5PZGgp5e6QkGxwe80cgH7ra1a8JCS_Orkg_2hqT4ImWcvuuZ3tiU8GoZpZBwrxbu_82cTei4XmvlFm2E6rnkeilZ-My1DjKxz5HtHdppz3e1yw==> Order confirmed Thank you, Grace We're preparing your order with care. You'll get a shipping update as soon as it's on its way. A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order. Shop now<https://marlow-london.com/_t/c/v3/AABiWcMfQ4yIhuw3XCf-AWMJQcWui8jX8jrmi02l8jOcWqJ93uRJpTLF62EJaVdhxt2B2Py7NPX28YQQCFnLiXZ9_zbiKEiLRjB9Aj7p2QBO99JElS1PaqcIRfevZTfaal-ZxR6pOGL8rzOOluIlSaEasDOrlydZmKPlp9_QkFEa4VSz1Yfqp_6nt5ZTnL7txB8HuKoQOGefTu_dgPtaYHotjD8MDNaeIYjL9U6xt58UABzAYUnU8G7HtqdNm-rcyGA_OqU-QF9_6YJXDCIoDPzIODcZ9b_xip-6uf_W-ksVZ52p9vVGGkzvI9a1UmUVGzmoaAFWQmxPwgz2EzXpK1UaHBM=> Order number #2287 Order summary ROSALIE | ELEGANT COMFORT-FIT SWIMSUIT - Navy / UK 8 (S) Navy / UK 8 (S) · Qty 1 £39.95 Subtotal £39.95 Shipping £0.00 Total £39.95 Shipping to Grace Maina -Froebrich 42 Barley Drive CT5 3PT Whitstable , Kent United Kingdom Payment Shopify payments View order<https://marlow-london.com/_t/c/v3/AABU0nmDJAPU69bVzeddPsvoqa63cT6KLQi3Y2PdQycrtXbEYTbLHuPknptE1vV2EyozPE5vVBHGVPj7Og226JUNhy3gCwqanMZl8_u6pQBBQtmTd5wOtNRYAzOWGFs7sIEVAZpOP3920s7LRrKLx2OheAWwL1h8cw77VVpNbeYQrqETx2HMUChZhruMxNM_vsZvVEGueyq8Uv-xQ77EWaRj7niC25ECrrCtOGloVdTmfjgTfD1wSyOtC6E4lKuCcOtJ_pvMo7H13isIHUbk5DpVIfhOyskaqY7capiSkmo5jciHwOY7wb3Nab8gQCwhnEG-1mcsLxegg5pWM0ih7aaEATqFfUp3u_rZcCvIl6QaawEYuQH5ugB-zBS5hWQah2g_FeiF-V5oDs1XDynuBcO3dzFsX3XME8wVYiNKPCp3TJ98jDPcFPqkE-Jhq6v2l7WCp7PBkhNPUNIhnObQske3nIIv6jM3lmya3_Lr4Pz5yAmqjHnW4ksWP1SvD9mLPkcFuVyUldx-RWuuQ0kOXqkYPHUQbkATagIU1youy0iBOTSjoVwJKdXX_cDjxO_oEBogcdm8rzvPMAJBm3Rbo9jszv9FCelFuItSnzCzw8sM_3UPwLHf8-0ytyCSwDqoG16bFUphO3gKHHYpICOHykPTGd0ZKVse8jw7mhWPDaZMRccc9HfZ7WKiJG45l7GCsP2HYMQmgKHrAb4X2eEQM2kRQxqQcLFkpfQtQfJNwaHWmO20bH8ke9zSgPeyHCQC3IwADo-AK2NA-b5nXS5p7XOj63RJxZnXFjHmTr7JQ8vBAH9IGeZxZSwyfF3TadSIHGfdrGuBX5YDoYkctsufpcCeplYVIo31ccpPXIjJ7FhgZZUxaiF4XktqQRFM1WeaLt6xpkZbhZQEUoYh-G9qoQE6auHGx9Mvbg627JWCJqfpBBKaA0q978Ilpx8jsFuNOLYszZiswtecCmT_qaAc8AdhMsYfkfHFKIIHJyrFgBzgs5S_x8M0kAEsMD9AAOIiAKcT3_stDvBbWYn57GeyNugh6jVV0N4XG3PPcFZu0JOvpXlYewWkLQxdF1J0RIn0d3qcUjEZu0ZhfJjHXHe-cjEgN6TCi1DvepsoXh375TOux6R5me9E9D6DRrqZjQdLdBk0bymWKRLdhThIyJxNxeageSR3tGUZMIvCj4_ta9-qrEO3mDZE_g09vNpLesC8Z701vxJZ9XOhn3pj2d5lDUVqSy0vLmS8597zn_kV-iSxcJ9HZR2Zw-LDq-XjNCVn9bjhq2aZ8YvhzeouMn9_F4vgLdtmD1Yg6vK5pgcfEUPEV3nahnxzlWIvNdhoplLumzNmnDQqg1S4uS8QiCOKdmQGXA6TP1kPvos051BgKOFFP3MyvythGlPYEbee9BK4d6d5VFbz6YO8XSMoe7g1CeBbv_m1okYcv1jbNT39jRhCUfFa5VK6sOPuzQpg-U1p77UCD668O-5M_HnzdtY0ViOZtrbCe1fIUQ-wUaRF0aJaTL4JdLL-erO27Vt9Lv_t17DJrO9Dw-rv6gaSx1A8EwUEsqO5OpxBftI=> Follow us Facebook<https://marlow-london.com/_t/c/v3/AAABI-IYzhhAvTZDPAFOrlVOKQTVwLkp87KhIT0CRr66QX3nPp6wV42K_xu-NCLmc0RD4mvCtE6jPHF6DeEnJ15sRa3wdIWcANWhXeff5UEPFACLjZn0ycoXuxR-RiYm_MqyuvsgNJ9D3flGxh-lBtnuy35v9cTQPjBt5H772nzh_NlrDnNIMdhxmPPflaEv6TwzGPfOqDgSDt0Uqo0vABh_ETFD9AjOkvAH7oieMhcLCTpH2nbISvECGYNi0fl7G79rQP_72Ev5

Hi Anna, Following my email below, my order has still not arrived, and I would like to know what is causing the delay since the purchase date of 15 July. I am going on holiday next Friday and would appreciate reassurance that my order will arrive before then. The tracking link you sent does not open, which is very concerning. Could you please confirm which delivery company is handling my order and provide their contact details so I can make enquiries directly if required? I would also appreciate an updated and working tracking link. I look forward to hearing from you as a matter of urgency. Kind regards, Grace ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, July 21, 2026 6:04 PM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Re: Order #2287 confirmed Hi there, Good news, order 2287 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=4PX3002985545139CN 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 Anna, My order has arrived and, to be honest, I am very disappointed with the product. I had read the reviews and considered the concerns raised, but I still decided to place an order. Unfortunately, the item is nothing like it appears in the pictures. The shorts do not fit properly, and it is clear that the cutting is uneven, with one side fitting differently from the other. The material is also very cheap and of poor quality. I cannot wear the item and have now been forced to purchase alternative swimwear elsewhere. I am extremely dissatisfied with both the quality of the product and the length of time it took to arrive. I will be reflecting my experience in my review to make other customers aware and encourage them to exercise caution before purchasing. Kind regards, Grace ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, July 29, 2026 4:01 PM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Re: Order #2287 confirmed Hi Grace, Thank you for following up, and I'm really sorry for the frustration - I completely understand how concerning this is, especially with your holiday deadline coming up. Let me help right away. I apologize for the technical issue with the tracking link. That's not the experience we should be giving you. Your tracking number is 4PX3002985545139CN. You can use this to track your parcel directly, and you're also welcome to try our tracking page again: https://marlow-london.com/apps/parcelpanel?nums=4PX3002985545139CN Looking at your timeline: you ordered on July 15th, and by the time I replied on July 21st your parcel had just entered the carrier's system. Based on our standard 8 to 12 day shipping window, it should be arriving within the next few days. I can see it won't make it before you leave on Friday, and I'm genuinely sorry about that. Your parcel is being handled by 4PX. While I don't have their direct contact details to hand, your tracking number should allow you to reach out to them if you need to speak with them about when it will arrive. As an apology for the failed tracking link and the overall inconvenience, I'd like to offer you £15 off your next order with us. The code is STORECREDIT15. Please let me know if there's anything else I can help with. Warm regards, Anna Customer Care Team Marlow London

Hi Ana, Thank you for your email. If you are able to send a replacement with the RÓNAIT | Contrast Floral Tankini Set Pink in the same size 8, and it can arrive sooner, that would be perfect. I think this style may fit me better overall. I chose this item because I was looking for elegant swimwear, as it appeared on your website. My main priority is receiving functional swimwear that matches the style, appearance, and quality advertised online. If a replacement can be arranged, I would really appreciate the gesture. Thank you for your assistance, and I look forward to hearing from you. Kind regards Grace ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, July 29, 2026 5:13 PM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Re: Order #2287 confirmed Hi Grace, Thank you for explaining what happened, and I am sorry to hear the swimsuit felt cheap and did not fit the way you were hoping. That is honestly not the standard we want to be sending out. I want to be upfront with you, it sounds like yours may have come from a batch that was not up to our usual quality, and I have already flagged this with our manufacturer so it gets corrected and does not happen to you, or anyone else, again. Our whole goal is for you to have a piece you genuinely love, and we have not managed that yet, so I would really like to put it right by sending you a fresh replacement, on us, with no need to return the one you already have. As a sincere apology for the letdown, I can also add a 20 percent cashback to your order on top of that. I would really love the chance to get you one you actually love first. Just let me know which size or colour you would prefer and I will get both the replacement and the cashback moving straight away. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, Thank you for your email. I look forward to receiving the new order and will check my account for the stated cashback. I will advise accordingly once I have received the new delivery. Kind regards, Grace ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Friday, July 31, 2026 7:01 AM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Re: Order #2287 confirmed Hi Grace, Thank you for that kind message. I really appreciate it, and I am genuinely sorry the first item disappointed you. I have checked with our manufacturer and confirmed that your order was part of a faulty batch, which is completely unacceptable, and we are noting it so it does not happen again. I can absolutely arrange a replacement with the RÓNAIT | Contrast Floral Tankini Set Pink in size 8 for you - that sounds like it could be exactly what you were looking for. The replacement will ship completely free to the same address as your original order, and you can keep the ROSALIE swimsuit with our compliments, nothing to send back. I will also process the 20 percent cashback to your original payment method - it will land within 3 to 5 business days. This time, we will make sure you have a piece you genuinely love. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, I hope this email finds you well. Following our recent communication, I was wondering if you are able to track my parcel, as I am leaving for holiday on Wednesday and was hoping it would have arrived by now. I would appreciate any update you can provide and look forward to hearing from you. Kind regards, Grace ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Friday, July 31, 2026 12:38 PM To: gracewab@hotmail.com <gracewab@hotmail.com> Subject: Re: Order #2287 confirmed Hi Grace, Thank you for that - I really appreciate it. I'm looking forward to hearing how you get on with the replacement when it arrives. The cashback should also land within the next few days. If you need anything at all, just let me know. Warm regards, Anna Customer Care Team Marlow London