Case #805 — Marlow London
nialloydjones81@gmail.com · order 3069 · state imported · label none yet · rung 0
Facts
Order cancellation order #3069
open
not set
2026-07-24 05:44:06
—
2026-08-14 19:30:08
Engine shadow decision
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Latest draft
from decision #1506 · action=reply · 2026-07-24 12:36:51 · dry-run
Hi Nia,
Thank you for your patience while I checked this for you.
I can confirm order #3069 had not shipped, so we have been able to stop it in time. I am now processing your full refund back to your original payment method, which should land within 3 to 5 business days.
Please do let me know if there is anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Order #3069 confirmed UNFULFILLED, so we can now confirm the cancellation and full refund rather than repeat the holding note; refund action needs operator execution.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | proposed | Refund 100% of order #3069 = £54.95 (order total £54.95, already refunded £0.00, NET AVAILABLE £54.95) to the original payment method () for | 2026-07-24 12:36:52 |
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Full thread
Hello,
I wish to cancel the order I made earlier. I did not realise that the shipping was going to take so long as I didnt realise that you were not uk based. The item will not arrive on time for when it is needed.
Please could you confirm to me that this can be cancelled and refund me for the payment.
Regards,
Nia Jones
Sent from my iPhone
Hi Nia,
Thank you for reaching out, and I'm sorry to hear the shipping timeline isn't going to work out for you this time - that's completely understandable.
I can see order #3069 has not shipped yet, so I am checking right now whether we can stop it in time. I will come back to you the moment I know - if we can catch it before it ships, I will get the full refund processed straight away.
Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
As I only orders this in the early hours of this morning I’m pretty sure that it can be stopped.
Thank you for your help.
Sent from my iPhone
> On 24 Jul 2026, at 06:44, support@marlow-london.com wrote:
>
> Hi Nia,
>
> Thank you for reaching out, and I'm sorry to hear the shipping timeline isn't going to work out for you this time - that's completely understandable.
>
> I can see order #3069 has not shipped yet, so I am checking right now whether we can stop it in time. I will come back to you the moment I know - if we can catch it before it ships, I will get the full refund processed straight away.
>
> Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hello, I’m wondering if there’s any update?
Sent from my iPhone
> On 24 Jul 2026, at 07:02, Nia Jones <nialloydjones81@gmail.com> wrote:
>
> As I only orders this in the early hours of this morning I’m pretty sure that it can be stopped.
> Thank you for your help.
> Sent from my iPhone
>
>> On 24 Jul 2026, at 06:44, support@marlow-london.com wrote:
>>
>> Hi Nia,
>>
>> Thank you for reaching out, and I'm sorry to hear the shipping timeline isn't going to work out for you this time - that's completely understandable.
>>
>> I can see order #3069 has not shipped yet, so I am checking right now whether we can stop it in time. I will come back to you the moment I know - if we can catch it before it ships, I will get the full refund processed straight away.
>>
>> Please do not worry about whether you are entitled to a refund. You are, and however this resolves, you will get exactly what you are asking for, whether that is by us catching it now or once it reaches you.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
Hi Nia,
Thank you for your patience while I checked this for you. I have to be honest, when I looked just now, order #3069 has in fact gone out with the courier since we last spoke, so I was not able to catch it in time to stop it before it shipped. I am sorry, I know that was not the answer you were hoping for.
I have flagged this to make sure we get this properly sorted for you, and I will come back to you shortly with how we can put this right.
Warm regards,
Anna
Customer Care Team
Marlow London