Case #614 — Marlow London
hannahpettigrew@yahoo.co.uk · order 2605 · state imported · label none yet · rung 0
Facts
New customer message on 18 July 2026 at 16:39
open
not set
2026-07-18 15:39:35
—
2026-08-14 19:30:08
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Latest draft
from decision #1130 · action=reply · 2026-07-20 05:50:50 · dry-run
Hi Hannah,
You are very welcome, I am so glad we got this sorted for you.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply thanking us after the cancellation and refund were already confirmed; nothing further to action.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Hannah Pettigrew
Email:
hannahpettigrew@yahoo.co.uk
Body:
Please can I cancel my order #2605, I didn’t realise
these were replica bags. Thank you
Good afternoon
Please can I cancel my order before it is dispatched. I did not realise these are replica bags.
Thank you
Hannah
Sent from my iPhone
Good afternoon
Please can I cancel my order before it is dispatched. I did not realise these are replica bags.
Thank you
Hannah
Sent from my iPhone
Hi Hannah,
Thank you for reaching out, and sorry for any confusion around the bags.
I want to be upfront with you: we are not an authorised Longchamp retailer or stockist, and these are not authentic branded Longchamp bags. What we sell are manufacturer-direct bags in similar styles, made by the same kind of manufacturer that also produces for well known retailers. That is exactly why we are able to offer them at this price, cutting out the middlemen rather than cutting corners on the make and the materials.
I can also confirm your order has not shipped yet, so we are able to cancel it for you. I have gone ahead and passed this to our team to cancel order #2605 and process your refund, and I will follow up to confirm once it is done.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Hannah,
Thank you for reaching out, and sorry for any confusion around the bags.
I want to be upfront with you: we are not an authorised Longchamp retailer or stockist, and these are not authentic branded Longchamp bags. What we sell are manufacturer-direct bags in similar styles, made by the same kind of manufacturer that also produces for well known retailers. That is exactly why we are able to offer them at this price, cutting out the middlemen rather than cutting corners on the make and the materials.
I can also confirm your order has not shipped yet, so we are able to cancel it for you. I have gone ahead and passed this to our team to cancel order #2605 and process your refund, and I will follow up to confirm once it is done.
If anything else comes to mind in the meantime, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Hannah,
Good news, I can confirm this is now fully sorted. We reached order #2605 before it was dispatched and it has been cancelled, so nothing will be sent out to you.
Your full refund of £54.95 is being processed back to your original payment method now. It usually takes around 3 to 5 business days to reach you, depending on your bank.
Thank you for your patience while we got this confirmed for you. If there is anything else I can help with, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Thank you so much for all of your help. That’s great.
Kind regards
Hannah
Sent from my iPhone
> On 19 Jul 2026, at 21:13, support@marlow-london.com wrote:
>
> Hi Hannah,
>
> Good news, I can confirm this is now fully sorted. We reached order #2605 before it was dispatched and it has been cancelled, so nothing will be sent out to you.
>
> Your full refund of £54.95 is being processed back to your original payment method now. It usually takes around 3 to 5 business days to reach you, depending on your bank.
>
> Thank you for your patience while we got this confirmed for you. If there is anything else I can help with, just let me know.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Hannah,
You are very welcome, I am so glad we got this sorted for you.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London