Case #967 — Marlow London
edzell_amy@yahoo.co.uk · order 2387 · state imported · label none yet · rung 0
Facts
Shipping update for order #2387
open
not set
2026-07-28 05:40:40
—
2026-08-14 19:30:08
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Latest draft
from decision #1893 · action=reply · 2026-07-28 05:42:41 · dry-run
Dear Amy,
Thank you for getting in touch, and I completely understand the frustration - having a parcel arrive during a 2-week holiday away is terrible timing, especially when you were hoping for it before you left.
I've checked your order #2387, and I need to be honest with you: the parcel is already in transit from our overseas supplier. It's currently at a Chinese airport, and even in the best case scenario, it's looking at another week to 10 days to reach you - well after your departure on Thursday. Once an order has shipped with the carrier, unfortunately we're unable to stop or recall it ourselves - it's beyond our control at that point.
I know that's not the answer you were hoping for, but here's what I'd suggest:
1. You can contact the courier directly using your tracking link (https://marlow-london.com/apps/parcelpanel?nums=4PX3002990128273CN) and ask if they can hold the parcel at their facility while you're away, or redirect it to a trusted neighbor or friend who can accept it for you.
2. Once you return from your holiday (after 13th August), the parcel will be there waiting. At that point, if you'd rather not keep it, you have 30 days from delivery to arrange a return. Just get in touch and we can discuss your options - that might be a full return, keeping the item for a partial refund instead of the postage hassle, or something else that works for you. The return postage would be your cost (£19.95 to send back), but we can explore what suits you best.
As a token of our apologies for the timing, here's a code for £15 off your next order: STORECREDIT15
I'm sorry we can't stop this one in time, but I hope one of these options helps. Do come back to us once you return from your holiday, and we'll make sure you're looked after.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Shipped order cannot be stopped; cannot refund undelivered orders per policy; offering practical tracking-redirect options and goodwill code for deadline conflict.
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Hello,
Going on the tracking information my order from the 17th July is being dispatched from China and was still in the Chinese airport as of midnight last night.
I did not expect shipping to take this long.
I am departing for a 2 week holiday this Thursday (30th) and will not be here to accept the order if it arrives between 30th July - 13th Aug. I would like to cancel this order and be refunded, please advise.
Thanks Amy
Sent from Yahoo Mail for iPhone
On Friday, July 17, 2026, 10:59 am, MARLOW LONDON <support@marlow-london.com> wrote:
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Your shipping status has been updated
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| Order #2387 |
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Your shipping status has been updated
The following items have been updated with new shipping information.
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| View your order | | Download to track with |
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Other tracking number: 4PX300
Dear Amy,
Thank you for getting in touch, and I completely understand the frustration - having a parcel arrive during a 2-week holiday away is terrible timing, especially when you were hoping for it before you left.
I've checked your order #2387, and I need to be honest with you: the parcel is already in transit from our overseas supplier. It's currently at a Chinese airport, and even in the best case scenario, it's looking at another week to 10 days to reach you - well after your departure on Thursday. Once an order has shipped with the carrier, unfortunately we're unable to stop or recall it ourselves - it's beyond our control at that point.
I know that's not the answer you were hoping for, but here's what I'd suggest:
1. You can contact the courier directly using your tracking link (https://marlow-london.com/apps/parcelpanel?nums=4PX3002990128273CN) and ask if they can hold the parcel at their facility while you're away, or redirect it to a trusted neighbor or friend who can accept it for you.
2. Once you return from your holiday (after 13th August), the parcel will be there waiting. At that point, if you'd rather not keep it, you have 30 days from delivery to arrange a return. Just get in touch and we can discuss your options - that might be a full return, keeping the item for a partial refund instead of the postage hassle, or something else that works for you. The return postage would be your cost (£19.95 to send back), but we can explore what suits you best.
As a token of our apologies for the timing, here's a code for £15 off your next order: STORECREDIT15
I'm sorry we can't stop this one in time, but I hope one of these options helps. Do come back to us once you return from your holiday, and we'll make sure you're looked after.
Warm regards,
Anna
Customer Care Team
Marlow London