Case #905 — Marlow London
cherylchitsa1@gmail.com · order 2933 · state imported · label none yet · rung 0
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New customer message on 27 July 2026 at 01:20
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2026-07-27 00:20:24
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2026-08-14 19:30:08
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from decision #2114 · action=reply · 2026-07-29 13:41:05 · dry-run
You're very welcome, Cheryl! I'm glad we could clear that up for you. Fingers crossed Evri picks it up within the next day or two and you'll see it on its way. Enjoy your order when it arrives!
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Thank you message with no questions or requests - brief warm closing reply.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
cheryl
Email:
cherylchitsa1@gmail.com
Body:
hiya,i’m just confused about my order as i ordered it 6
days ago and i have no idea where it is? can i have an update
please
Hi there,
Good news, order 2933 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=YT2620400700243874
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
Thank you very much!
On Mon, 27 Jul 2026 at 01:21, <support@marlow-london.com> wrote:
> Hi there,
>
> Good news, order 2933 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=YT2620400700243874
>
> 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
>
You're welcome! I hope you enjoy your order when it arrives.
Warm regards,
Anna
Customer Care Team
Marlow London
hiya, i know i only messaged 2 days ago about my order,but it’s nearly been
a week since i ordered it and on your web it says it takes about 48 hours
to receive a parcel from shipment.I have contacted evri and they claim the
parcel is still with the sender,i just wanted to know if your waiting for
the courier to pick it up or you haven’t shipped it yet please?
Thank you!
hiya,
i am starting to grow concerns about my order.It has been nearly a week
since shipping and the delivery status is not updating.Please just let me
know if i’m going to get my order it is #2933
You received a new message from your online store's contact form.
Country Code:
GB
Name:
cheryl
Email:
cherylchitsa1@gmail.com
Body:
my order status hasn’t changed in a week.ive contacted
evri and it says the parcel is still with the sender please send
out my order as i need it soon it is order #2933
i’m just confused as to whether ive been scammed or not? thank
you
Hi Cheryl,
Thanks for following up, and I really appreciate you checking directly with Evri - that gives us good information.
So here's what's happening: we've created the label and handed the parcel over to Evri, so it has been shipped from our end. But Evri haven't physically picked it up from our warehouse yet - that's what they mean when they say it's still with the sender. That's a normal part of the process and can take a few days, especially during our current busy period with the sale.
Once they collect it, the tracking will update and the delivery will progress. The 8-12 day delivery window starts from that point, so you're still well within the normal timeframe.
I'd expect them to pick it up within the next couple of days, and then it'll be on its way to you. Keep an eye on the tracking and it should update once they collect it.
Sorry for any confusion around the timeline, and thanks for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
okay no worries thank you so very much for clearing my confusion!
On Wed, 29 Jul 2026 at 14:16, <support@marlow-london.com> wrote:
> Hi Cheryl,
>
> Thanks for following up, and I really appreciate you checking directly
> with Evri - that gives us good information.
>
> So here's what's happening: we've created the label and handed the parcel
> over to Evri, so it has been shipped from our end. But Evri haven't
> physically picked it up from our warehouse yet - that's what they mean when
> they say it's still with the sender. That's a normal part of the process
> and can take a few days, especially during our current busy period with the
> sale.
>
> Once they collect it, the tracking will update and the delivery will
> progress. The 8-12 day delivery window starts from that point, so you're
> still well within the normal timeframe.
>
> I'd expect them to pick it up within the next couple of days, and then
> it'll be on its way to you. Keep an eye on the tracking and it should
> update once they collect it.
>
> Sorry for any confusion around the timeline, and thanks for your patience.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
You're very welcome, Cheryl! I'm glad we could clear that up for you. Fingers crossed Evri picks it up within the next day or two and you'll see it on its way. Enjoy your order when it arrives!
Warm regards,
Anna
Customer Care Team
Marlow London