Case #911 — Marlow London
jamesnjau2013@gmail.com · order 2595 · state imported · label none yet · rung 0
Facts
New customer message on 27 July 2026 at 08:04
open
not set
2026-07-27 07:07:13
—
2026-08-14 19:30:08
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Latest draft
from decision #1778 · action=reply · 2026-07-27 07:08:55 · dry-run
Hi James,
Thanks for reaching out! Good news, your order #2595 has been processed and is on its way to you.
Because of the higher order volume from our current sale, shipping times have been a little longer than usual. You are now at day 9 of our standard 8-12 day shipping window, so you should expect your package to arrive within the next few days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157528
If you don't see any movement in the tracking for another couple of days, just let us know and we will be happy to look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Post-ship status question at day 9 of 8-12 day window; providing real tracking link and honest arrival timeline. Conditional refund mention is not a firm demand per playbook guidance.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
James Wakonyo
Email:
jamesnjau2013@gmail.com
Body:
Hello, I placed an order for a handbag on 18 July, but I
have still not received it or any update regarding its delivery.
Could you please check the status of my order and let me know
when I can expect it? If there is an issue with the order, I
would appreciate a prompt resolution or a full refund. Thank you.
Hi James,
Thanks for reaching out! Good news, your order #2595 has been processed and is on its way to you.
Because of the higher order volume from our current sale, shipping times have been a little longer than usual. You are now at day 9 of our standard 8-12 day shipping window, so you should expect your package to arrive within the next few days.
You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157528
If you don't see any movement in the tracking for another couple of days, just let us know and we will be happy to look into it further.
Warm regards,
Anna
Customer Care Team
Marlow London