Case #899 — Marlow London
bradleyella09@gmail.com · order 2753 · state imported · label none yet · rung 0
Facts
New customer message on 26 July 2026 at 20:54
open
not set
2026-07-26 19:54:17
—
2026-08-14 19:30:08
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Latest draft
from decision #1755 · action=reply · 2026-07-26 19:58:56 · dry-run
Hi Ella,
Thank you for reaching out, and I completely understand your frustration - you were expecting your order within 2 working days.
I can see your order #2753 is on its way to you. The tracking currently shows "information received" as of July 20th, which is the very first stage for international parcels. This is where the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to sit quietly at this stage for several days while your parcel moves through the courier network - there's a lot happening behind the scenes even when you don't see updates.
Because we've been experiencing higher order volumes from our sale, our shipping times have been a bit longer than usual. Our current estimate is around 8 to 12 days from order to delivery. I know that's longer than you were hoping for, and I'm genuinely sorry for that.
You can follow your parcel's progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711984892
From where it is right now, I would expect it to arrive within about a week or so. As a sincere apology for the inconvenience and the wait, here's £15 off your next order: STORECREDIT15.
If it still hasn't progressed after about a week, please do let me know and I'll look into it further for you personally.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer expected 2-working-day delivery but order stuck at info-received stage after 6+ days. Within policy but outside expectations; response addresses deadline honestly and includes STORECREDIT15 goodwill code.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ella Bradley
Email:
bradleyella09@gmail.com
Body:
Hello, I recently order a bag from this boutique, which
was said to arrive within 2 working days with Royal Mail. However
it has been over a week and I have had no tracking updates and
have also not had confirmation from Royal Mail. I would like to
know where my bag is. Thanks.
ORDER NUMBER
#2753
Hello, I recently order a bag from this boutique, which was said to arrive within 2 working days with Royal Mail. However it has been over a week and I have had no tracking updates and have also not had confirmation from Royal Mail. I would like to know where my bag is. Thanks.
ORDER NUMBER
#2753
Sent from my iPhone
Hi Ella,
Thank you for reaching out, and I completely understand your frustration - you were expecting your order within 2 working days.
I can see your order #2753 is on its way to you. The tracking currently shows "information received" as of July 20th, which is the very first stage for international parcels. This is where the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to sit quietly at this stage for several days while your parcel moves through the courier network - there's a lot happening behind the scenes even when you don't see updates.
Because we've been experiencing higher order volumes from our sale, our shipping times have been a bit longer than usual. Our current estimate is around 8 to 12 days from order to delivery. I know that's longer than you were hoping for, and I'm genuinely sorry for that.
You can follow your parcel's progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620100711984892
From where it is right now, I would expect it to arrive within about a week or so. As a sincere apology for the inconvenience and the wait, here's £15 off your next order: STORECREDIT15.
If it still hasn't progressed after about a week, please do let me know and I'll look into it further for you personally.
Warm regards,
Anna
Customer Care Team
Marlow London