Case #753 — Marlow London
ameliagoodwin57@gmail.com · order 2802 · state imported · label none yet · rung 0
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open
not set
2026-07-22 16:10:18
—
2026-08-14 19:30:08
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Latest draft
from decision #1509 · action=reply · 2026-07-24 13:18:08 · dry-run
Hi there,
You are very welcome, I am glad I could help. Your order is on its way, and if anything else comes up in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer sent a brief thank you with no new question, so a short warm acknowledgement is appropriate; nothing new to action since tracking and the goodwill code were already given.
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Just wondering why I havent had any updates on my order, I ordered from
yourselves on Monday and still havent been updated on my order or where my
order is or if my order had been processed or shipped yet it is now
Wednesday so I am emailing to ask for an update on my order.
Thanks
Hi there,
Good news, order 2802 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=YT2620200700781554
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
Just wondering why i haven't received anymore updates on my order
On Mon, 20 Jul 2026 at 9:45 pm, MARLOW LONDON <support@marlow-london.com>
wrote:
> [image: MARLOW LONDON]
> <https://marlow-london.com/_t/c/v3/AAAwHydjE_jE2knKwX2FfRttw7fWcORxwD43CfjIouesPwtl_tp7FE-kj_dGDm87388Dfk-V9W-eQj2SVA65Dfd6U3ZMHGfDROsswucTgUMrx-cun3tErpQMUQU8JbiDz5l4FfW25l6i4sKh1Ygn9COzwJKqg9bcCFi4jWMqXFnxiAa3hg1KRVtIAvgQJoPVlupyx0OQt-rWBiBZnzCW7-okzpVAWCTjm32tJopxCnpPlh6d1e2imnsz3o_UP30Dxq5xIhWEvt-dhp6vsrisT7TMsbOarfwLK5wojpDm-bQp-RYqx1Q5wt6rEWyKR3V_ekvsvHFimZ1Q0BGhyXL-tz4oew==>
>
>
>
> Shipped
> On its way, Amelia
>
> Your order has left our boutique. Track your package below to see when
> it'll arrive.
>
> Tracking number
>
> YT2620200700781554
>
> Carrier: YunExpress
> Track now
> <https://marlow-london.com/_t/c/v3/AABsaMvMyxTl8zx0sOvlk_fwN0bfVF0lDlAS_fLE-Ty0nbZsMfbVJwNLFb93BD3and5YCHpo5zIPa_DmceuntFS61QlOA28ILZzuL0BFyk-ScZ70m_tO4qnfDebGPzMZHbwn8KxdZqI4Cc06saQTCCYsRwsru2zgdoQg3wZhf3TT4uir90vRco1zNLlLQMyhSqUgN5zMSm5EKv9qzBy0cAUnKV3S-f7AyE8OjoY2ylewUCtpdp4VFH6dxsQZrTOmp_2V5DcpUIhpR6ILATpteBz1ZAFQFXStVQrqeWp587fynnz02MK0eEwSRVEDSs5dUzRE7jBfrmVygNSYF9vc3oX4Npzlr3i1fQOM_zPPkZVS1N-gzQ==>
>
> 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/AACuF9aQDk7l7kaYEZ7_TbnWI2TLgwNfHq6oSiiaZMc0WO9oP0lRLG0FI-UsDAt9bgcYDUONgsBpSotJon9STq9uhejTe9wjrLH3dkyQ_wX8J6Czlc_42MHDa4L1xkSaFzRePtLyQsKZ1rWeD3fHAr82YIQLIapZTFSvOM-_tEMMwBHFDWXb-qtYH9y4AWd6IFf7sc6VQkTxIusDMtB_QDOI6OkRla3vIle_fQEQrivKtCBnVoZIH4lozw4FqIDI7H8cazaCZBS4ceiQ9FDUF5UpJKbduNinqy_RDh4MKso_eRIFdhhCdIw4awsg9ZbQGNWcEHMbgyKoVXAAyvLBaEmtPzc=>
> .
>
> Items shipped
> LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1
>
> Order number
>
> #2802
>
> Shipping to
>
> Amelia Goodwin
> Barnsley, 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/AACTnrrQDQbBVZJsmBdj6zctS80L-o3_QYrZqGaeGix7QewJh1bjPgu5t1V1mSNdfRYr37R8VA-CLWCl_gzhL2jgjeVJ6R4mBtzm3DXpBRKphA4tWp6uc6odRoocSQj76-Ttg_fv0KmK93rJpYPzElejLKX-HX80-LfacIWRY1OV17rjPGmyKlP0aFtUwaVFQ8_OewR63_nTRNxlYjSxvJ-lHtQ3tosh7MSYqnDqrjCdGw0Z2HUSa_nEvQiKUz7xV7DfBL8xYIJO7xj-MXg_4wRIHMC7RyHegjPcD1XkSvX5JXnt2sOLfKPoCJjQX1cscGIlGI1JpB7w2Qw=>
>
Thank you very much for the update
On Wed, 22 Jul 2026 at 5:10 pm, <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, order 2802 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=YT2620200700781554
>
> 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,
You're very welcome, glad I could help. Your order is on its way, and if you have any other questions in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Amelia,
Thank you again for your patience while we sorted out that update for you, I am glad it landed when it did.
If you have a moment, I would love to ask a small favour. We are a small team here at Marlow London, and it would genuinely mean a lot to us if you would be willing to leave a quick review of your experience with our customer support on Trustpilot. Your feedback helps us more than you might think.
There is absolutely no pressure, only if you would like to.
Thank you so much either way, and I hope the rest of your order arrives smoothly.
Warm regards,
Anna
Customer Care Team
Marlow London
I still have not received a single update ony my order. What is happening
with my order?
On Wed, 22 Jul 2026 at 8:01 pm, <support@marlow-london.com> wrote:
> Hi there,
>
> You're very welcome, glad I could help. Your order is on its way, and if
> you have any other questions in the meantime, just let me know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi there,
I am really sorry for the frustration, and I completely understand you want to see this moving.
I have just checked the tracking for order 2802 again, and it is still showing "information received", which was the first scan a few days ago. That is simply the stage where the courier has your parcel details ready and is preparing for pickup, so it is completely normal for it to sit here for a little while before the next scan comes through, nothing has gone wrong.
You can keep an eye on it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781554
Based on our usual delivery window of about 8 to 12 days from dispatch, you should see it moving within the next week or so. As an apology for the wait, here is a code for your next order: STORECREDIT15.
If there is still no change in the next few days, please come straight back to me and I will look into it further for you personally.
Warm regards,
Anna
Customer Care Team
Marlow London
That's great, thank you very much.
On Fri, 24 Jul 2026 at 1:30 pm, <support@marlow-london.com> wrote:
> Hi there,
>
> I am really sorry for the frustration, and I completely understand you
> want to see this moving.
>
> I have just checked the tracking for order 2802 again, and it is still
> showing "information received", which was the first scan a few days ago.
> That is simply the stage where the courier has your parcel details ready
> and is preparing for pickup, so it is completely normal for it to sit here
> for a little while before the next scan comes through, nothing has gone
> wrong.
>
> You can keep an eye on it here:
> https://marlow-london.com/apps/parcelpanel?nums=YT2620200700781554
>
> Based on our usual delivery window of about 8 to 12 days from dispatch,
> you should see it moving within the next week or so. As an apology for the
> wait, here is a code for your next order: STORECREDIT15.
>
> If there is still no change in the next few days, please come straight
> back to me and I will look into it further for you personally.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi there,
You are very welcome, I am glad I could help. Your order is on its way, and if anything else comes up in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London