Case #975 — Marlow London
fiona_cross@hotmail.com · order 1750 · state imported · label none yet · rung 0
Facts
A shipment from order #1750 is on the way
open
not set
2026-07-28 09:24:25
—
2026-08-14 19:30:08
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Latest draft
from decision #2833 · action=reply · 2026-08-03 11:48:08 · dry-run
Hi Fiona,
Thank you for that update, and I am so sorry - the courier was unable to arrange the redirect in time, and I can see the parcel is now being returned to us. That's frustrating after everything.
The good news is that you're now back at Flat G and ready to receive it. Here is what I can do: once the parcel arrives back at our warehouse (usually within a few days of the return), I will immediately reship the Honoria Tankini set to Flat G at no extra cost. That way you will get it without any further waiting on your end.
Alternatively, if you'd prefer not to wait for the return to reach us, I can also arrange a fresh replacement to be sent to you straight away - same item, same address, completely free.
Which option works best for you? Just let me know and I'll get it sorted.
I am sorry for the trouble this has caused, and thank you for your patience.
Warm regards,
Anna
Customer Care Team
Marlow London
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Hi, unfortunately the delivery company isn’t able to give me more time to collect my parcel and they’ll be returning it to sender. Is there any way for you to intervene to get it either redelivered or not returned by the deadline I’ve been given?
Thanks Fiona
Sent from my iPhone
On 6 Jul 2026, at 16:17, MARLOW LONDON <support@marlow-london.com> wrote:
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAC_NFulXoWkbkyk4iVv47Oh8PIWrwtHDQZUGhJ0FaOTM8nd_IyBg9FHb7-iHWW8QHE6h2LO9A4gxsfkbYMA77sDFIx94R-24Qx-z2AvvQQ_MjW1TC5pYl3Ex1-4KigBSuc4c5xupsGpzCknY1xQy7y1RnQLIL_0CuPrmqvJrcJAglA3O51SIVHQjS_Z_BYKKoqBz1YDHsC3veyGY4iGoJ8FDs3BGamLCG0naU5UxzPX0gaBuYzrWmVPwSYrkgGnRLKnsEhG6s7NqijWd9B8jvHupVnVXF4gcM3np4Gos2o-FGUXQeB39XCaJGIXj9kNQ5KKDD94DbHjmzb3gSU9G8-37g==>
Shipped
On its way, Fiona
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
4PX3002959229959CN
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AADb8wrXnD1eSZILQnRHBYYj_BQjXMJdbkgSfAKWyCrM-_ixdooslTegGHy_Gx4lJ8BbUXc0Dm0FWS25iHYmeh_JX6qodBX0XDfnRKXvHZ6DwcgjdijA6tt5ng-eTzMX07t8v2FOnB6wiGzdciRsCqBU99Q1VPm2MkEox3rO_-M2QiHGWHCI5heqba0ZLKmIUJxRj99Dc9-tfMqz8QYt6vXwEtl_hySs8vvyJbUD6OEymI9II3839q3NYl_26EZ3_Wv1O8q0wGxIqPTwA8jggcalADLQrN2z4eN5VJvVsq_AW-5m211G6M9EQhR87NV41KGid8DuNgkBitFnPyxDMdngFuMpWbdQpMZUrW_iQVlLYyrojw==>
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AAAapKP-XXOYQ7swZZsjXd4SZjjqbv6Azv0V9AxjbkX83MG-Hiq2qZ3LgCDm70l1nX7VK3eKoeSirk5V4S6S5GffBdVG9VamiW9zhLY8DyGu0iQu9S254rcI_RwVpWxcYNRsICl1EFEozv4UMiUmjllIWr-h-jyjryJ4y4b3qFMoF5MC_UqQMfybWNknB7X1TbHTY-ISTxV_mxi5913UT3kg2wGUfqbBLh8qWagq_k5olSXP_xvY9HR5zReD_yX48gItskhCSN5-5ZJIhJFgs9xLQ3Tb_eAtzFdHwJ2ElriBuNPQ_6M6poT1-Uo5ctWmSBc6aOOtMwaedxXfRx0qczMkAnk=>.
Items shipped
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Navy Blue / UK 18 (3XL) · Navy Blue / UK 18 (3XL) · Qty 1
Order number
#1750
Shipping to
Fiona Cross
LONDON, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
Follow us
Facebook<https://marlow-london.com/_t/c/v3/AAAyB807Jm51VAx2X6_nLpi8WG_wLeUIOJM4R5rcIGcw9Q845fAM3atszSjzZ7veN0kvFHhcQw93jBV_zV2Pd6KHb9xdPKVvmM8AKcbJUibSfafYELNj6gabT9UQ68g-mUQZcWmoeBRy9m6sjAdMyCkT6Um0sq6pVZXM-j3TFGs--YcxWgxP26ynlx1_yWnkknrU0BQFKvyIRJwx1SXOJ3ay1oFWQAM3ZeLdcINsi41ibjgp0UC2R7yFVBCX_3usG0IkqDLgYlyJ6y_-T88hqwwkfoj2IrQBBrroIhnoq14EdKNkbo4wwX4YZfeQwk4QDfipB9jPpKqqgaM=>
Hi Fiona,
I'm so sorry the courier isn't able to give you more time on collection - I know that's a tricky situation.
Here's your tracking link: https://marlow-london.com/apps/parcelpanel?nums=4PX3002959229959CN (your tracking number is 4PX3002959229959CN if you need it).
A few options that might help:
- Ask the courier if you can collect the parcel from their depot instead of waiting for redelivery
- Check whether a family member or friend could collect it on your behalf
- Let me know the exact deadline they've given you, and I'll escalate this to our team right away so we can try to contact the courier and see what we can arrange
If the parcel does end up being returned to us, please don't worry - we'll reship it to you straight away at no extra cost, or arrange whatever works best for you.
Let me know what deadline you're working with and I'll get our team onto this immediately.
Warm regards,
Anna
Customer Care Team
Marlow London
Many thanks Anna,
Unfortunately I’m away with my family and friends don’t live close to collect.
I have until tomorrow to collect and won’t be back to London until Saturday. If there is any flex that would be really helpful.
Thanks
Fiona
Sent from my iPhone
> On 29 Jul 2026, at 15:01, support@marlow-london.com wrote:
> Hi Fiona,
>
> I'm so sorry the courier isn't able to give you more time on collection - I know that's a tricky situation.
>
> Here's your tracking link: https://marlow-london.com/apps/parcelpanel?nums=4PX3002959229959CN (your tracking number is 4PX3002959229959CN if you need it).
>
> A few options that might help:
> - Ask the courier if you can collect the parcel from their depot instead of waiting for redelivery
> - Check whether a family member or friend could collect it on your behalf
> - Let me know the exact deadline they've given you, and I'll escalate this to our team right away so we can try to contact the courier and see what we can arrange
>
> If the parcel does end up being returned to us, please don't worry - we'll reship it to you straight away at no extra cost, or arrange whatever works best for you.
>
> Let me know what deadline you're working with and I'll get our team onto this immediately.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
Thank you for the update, and I completely understand how frustrating this situation is with the collection deadline tomorrow.
Let me escalate this to our team right now so they can reach out to the courier and see if there's any flexibility available. I want to be honest - courier collection deadlines are usually quite firm, but it's absolutely worth us trying to explain your situation and see what might be possible.
The good news is that if the parcel does get returned to us, we will reship it to you immediately at no cost, so you won't be charged for another shipment.
Is there an alternative delivery address - perhaps a friend or family member's address in London, or anywhere else you could collect it - that we could potentially arrange instead?
I'll have our team follow up with the courier first thing and get back to you as soon as I know more.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
If they are able to try and deliver to a neighbour? Any flats on our floor, so flats F or J 14 Spencer Park, London Sw18 2SY?
Regards Fiona
Sent from my iPhone
> On 31 Jul 2026, at 05:46, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> Thank you for the update, and I completely understand how frustrating this situation is with the collection deadline tomorrow.
>
> Let me escalate this to our team right now so they can reach out to the courier and see if there's any flexibility available. I want to be honest - courier collection deadlines are usually quite firm, but it's absolutely worth us trying to explain your situation and see what might be possible.
>
> The good news is that if the parcel does get returned to us, we will reship it to you immediately at no cost, so you won't be charged for another shipment.
>
> Is there an alternative delivery address - perhaps a friend or family member's address in London, or anywhere else you could collect it - that we could potentially arrange instead?
>
> I'll have our team follow up with the courier first thing and get back to you as soon as I know more.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
That's a great idea - thank you for providing that. I'm escalating this to our team right now so they can contact the courier as a matter of urgency and request the redirect to your neighbour's flat.
Just to help with that, could you let me know which flat would work best - F or J? And if you have a neighbour's name, that helps too.
If the courier is able to arrange the redirect, there's no extra cost - it'll go to your neighbour instead. If they're unable to redirect it at this stage, I'll arrange a completely free replacement to your new address instead, and we'll get it sorted straight away.
I'll get back to you as soon as I hear from the courier.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
I’ve now returned home so delivery to our flat would work. We are Flat G.
I’ve had confirmation that the pick up window closed, and the parcel was being returned though.
Regards
Fiona
Sent from my iPhone
> On 3 Aug 2026, at 10:40, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> That's a great idea - thank you for providing that. I'm escalating this to our team right now so they can contact the courier as a matter of urgency and request the redirect to your neighbour's flat.
>
> Just to help with that, could you let me know which flat would work best - F or J? And if you have a neighbour's name, that helps too.
>
> If the courier is able to arrange the redirect, there's no extra cost - it'll go to your neighbour instead. If they're unable to redirect it at this stage, I'll arrange a completely free replacement to your new address instead, and we'll get it sorted straight away.
>
> I'll get back to you as soon as I hear from the courier.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
Thank you, and I'm sorry it went back after the pickup window closed. Good news is your address is already Flat G, 14 Spencer Park on file, so there's nothing extra needed from you.
I've placed a free replacement order to that same address, at no cost to you. You'll get a separate shipping confirmation with tracking once the courier picks it up.
Warm regards,
Anna
Customer Care Team
Marlow London