Case #742 — Marlow London
monika.t.rieder@gmail.com · order 2235 · state imported · label none yet · rung 0
Facts
A shipment from order #2235 is on the way
open
not set
2026-07-22 12:28:04
—
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 #1310 · action=reply · 2026-07-22 12:48:31 · dry-run
Hi Monika,
Thank you for reaching out, and I am truly sorry, especially knowing this was meant for your holiday and it still has not arrived now that you are already back. That is a genuinely disappointing experience and I completely understand your frustration.
I have looked into order 2235 directly. The tracking currently shows "information received" with the courier, dated the 14th of July, which means it has been sitting there longer than it should before actually being collected and moving into transit. That delay is on us, and I am sorry for it. To be honest with you, this has been an unusually high volume period for us because of our current sale, and a portion of our parcels have been moving more slowly through the courier network as a result, but a wait like this is longer than we consider acceptable, so I do not want to just ask you to keep waiting without owning that.
I am chasing this now so it gets moving. In the meantime you can follow it yourself here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002983538522CN
I know a refund is what you have asked for, and I want to be straightforward with you: as the order has not been delivered yet, I am not able to process a refund on it at this stage. What I can promise you is that you are fully entitled to a resolution here, whether that comes from us getting this moving quickly, or once it does reach you, so please do not worry that you will be left out of pocket either way.
As an apology for how long this has dragged on, here is £15 off your next order: STORECREDIT15. And once your order does arrive, please come back to me and I will personally arrange a 10% cashback on top of that, for the trouble this has caused.
I am sorry again, especially with the timing around your holiday. I will keep a close eye on this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: operator-approved batch send 2026-07-22
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Full thread
Good day,
I am requesting an immediate refund for my order. I have been waiting three
full weeks for the delivery of my swimming costume (tankini), which is
completely unacceptable. The item was meant for my holiday — I have already
gone, returned home, and still have not received anything.
This is a locally based company, so there is absolutely no reasonable
explanation for such an extreme delay. I am extremely disappointed and
frustrated with this level of service.
Please process my refund without further delay and send confirmation once
completed.
Regards, Monika
On Tue, 14 Jul 2026 at 15:06, MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AABSDAsISAeROJG5LJ1Oq2wHwjz40GhTBiigQux5tHqgCSgNFzajvbr1fzOdqHvoyJLuWdOq5X4GTBQQtwVVHrVOKi7cgAj301tp6xxsvvzQoSQiBhy0Tu9x1Mmz6OFJVW5w0orbtB6ubcDJHnvUPmBbU6_HrjQn5CgobtS8M5Arb-aP_7qnYRnq-aKaMvXPkFQXipOA2vuzx_AoE6LM-flf2hwuMt-YR8vD8bh-YTRqKNP0UZIk4GQN7f7GUZdgSTd8KUMOL1Lw8DRVf5qsymlLc-jL6EPOoRxxj2YSUug8pZGU8WVuNOJr0mNtaLze9ZM-vD6aF0bz-A7hpTg1tZjEfw==>
>
>
>
> Shipped
> On its way, Monika
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> 4PX3002983538522CN
>
> Carrier: Other
> Track now
> <https://marlow-london.com/_t/c/v3/AACRp2NEvyXj4FGZBCmpAYSxVs15mJsDnzTNxg2dpLaiQt5IfXR6j3tpV5oDj6Crt_tQ3dV9SLiEUePrM6GDeOzT9LNwc8TDCzDtNv5lSm8UPss5vijW9vdqYw8CyP6eRzuTayjr3aTU24sS2GbVjerxSAwOqe59NLKBhQ5kICYiBgMpkpL7oP5t6enmLYmroNzgSDq63lAAgmadh3ZZj2znnHKRKkexcAyuzTQj2FCwtNSFAMo6DS22mqBxo-IUvrdFCfJPHOKyS1odSbmV-4YhucsnuIQkZ1vxY2is0O-zm5YyYv8d5vmftVaOnpitTj_Zz5id1YtYieotDFpWzpjpniPPLE6XsCKPb2IBZNkef3nA1Q==>
>
> A gift for you · £15 store credit
>
> STORECREDIT15
>
> Use this code at checkout for £15 off your next order at marlow-london.com
> <https://marlow-london.com/_t/c/v3/AAC2ERaR56yurb2g3E9MUW7c3eI-8N1xInK1HyP4DAyWcpmOMLJgw8W8ZC3MoMid7uSVpVdwiITkQaGPMvuPzhPSYCfhX4n4Rmau6OzFus117pAanf-zaQIdeGR3eNwtRoz8XoZEndr6-DRmP_23zFTU1QBp5GDSmmx_IO52xHDhUoIIAbvo64uBQlRv2F4m-VAmUCOK_0ET4MZ1uoRacbgn0VfLltL6gGdAuT1xPGDO4TdULjlfgz595N--5v2UTTwLrwQ3DeCSB5zRDqn0ACyWtEX75FcTU5en47KF7w46krd-qHo-W-jc45TlgmjRwHTqcpXY0C1B49a8DwiF2HE5isE=>
> .
>
> Items shipped
> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Blue Floral / UK
> 12 (L) · Blue Floral / UK 12 (L) · Qty 1
>
> Order number
>
> #2235
>
> Shipping to
>
> Monika Rieder
> Woking, United Kingdom
>
> Questions about your delivery? Reply to this email and we'll help right
> away.
>
>
> Follow us
> Facebook
> <https://marlow-london.com/_t/c/v3/AACmCY5xzXuaSZcZJLTETViMemUSmePNH5O7JfSmT6h61LvsDnY3HRCaIJZpBs7xqTKyko8TdcrX9Rqt4h23DrbpIiI375nG3iT1KJmc7a_buSctCPgYdkcTL8RBCDhDuP3QzlTbDa0Y41WSo-rnS6x_Gw836emzyOijtvhxI1h6E8ZF_-yGyfN3Rko6elBl28I0nNfOknBspMycAji8ztwsR1bOv9HNrhbkEtf1QnNcV0ti5X2cFMqWhAh3okaQWowvDEvBB1sVfhIlfT921AC-sA3XM1yW93E9nAEu_Pd1tJUJ2a7cAG-CnpPLLHyY6SGG9K5S0mnjue4=>
>
Hi Monika,
Thank you for reaching out, and I am truly sorry, especially knowing this was meant for your holiday and it still has not arrived now that you are already back. That is a genuinely disappointing experience and I completely understand your frustration.
I have looked into order 2235 directly. The tracking currently shows "information received" with the courier, dated the 14th of July, which means it has been sitting there longer than it should before actually being collected and moving into transit. That delay is on us, and I am sorry for it. To be honest with you, this has been an unusually high volume period for us because of our current sale, and a portion of our parcels have been moving more slowly through the courier network as a result, but a wait like this is longer than we consider acceptable, so I do not want to just ask you to keep waiting without owning that.
I am chasing this now so it gets moving. In the meantime you can follow it yourself here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002983538522CN
I know a refund is what you have asked for, and I want to be straightforward with you: as the order has not been delivered yet, I am not able to process a refund on it at this stage. What I can promise you is that you are fully entitled to a resolution here, whether that comes from us getting this moving quickly, or once it does reach you, so please do not worry that you will be left out of pocket either way.
As an apology for how long this has dragged on, here is £15 off your next order: STORECREDIT15. And once your order does arrive, please come back to me and I will personally arrange a 10% cashback on top of that, for the trouble this has caused.
I am sorry again, especially with the timing around your holiday. I will keep a close eye on this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Monika,
Thank you for reaching out, and I am truly sorry, especially knowing this was meant for your holiday and it still has not arrived now that you are already back. That is a genuinely disappointing experience and I completely understand your frustration.
I have looked into order 2235 directly. The tracking currently shows "information received" with the courier, dated the 14th of July, which means it has been sitting there longer than it should before actually being collected and moving into transit. That delay is on us, and I am sorry for it. To be honest with you, this has been an unusually high volume period for us because of our current sale, and a portion of our parcels have been moving more slowly through the courier network as a result, but a wait like this is longer than we consider acceptable, so I do not want to just ask you to keep waiting without owning that.
I am chasing this now so it gets moving. In the meantime you can follow it yourself here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002983538522CN
I know a refund is what you have asked for, and I want to be straightforward with you: as the order has not been delivered yet, I am not able to process a refund on it at this stage. What I can promise you is that you are fully entitled to a resolution here, whether that comes from us getting this moving quickly, or once it does reach you, so please do not worry that you will be left out of pocket either way.
As an apology for how long this has dragged on, here is £15 off your next order: STORECREDIT15. And once your order does arrive, please come back to me and I will personally arrange a 10% cashback on top of that, for the trouble this has caused.
I am sorry again, especially with the timing around your holiday. I will keep a close eye on this for you.
Warm regards,
Anna
Customer Care Team
Marlow London