Case #638 — Marlow London

Hello, I am writing about order #2341 (Longchamp Le Pliage Tote – Navy), shipped with tracking YT2619700700107430. The order was marked as shipped five days ago and the stated delivery window of two working days has now passed, but the parcel has not arrived. I am travelling and will only be at the delivery address in Oxford, United Kingdom until Tuesday, 21 July. After that date I will no longer be able to receive the parcel and it will be returned or lost. Could you please confirm, in writing and as soon as possible, whether the parcel will be delivered by 21 July? If you cannot guarantee delivery by that date, I would like to cancel the order and request a full refund to the original payment method. Please treat this email as formal notice of cancellation in that event. I would appreciate a reply today so that I can plan accordingly. Kind regards, Cleiton Tortato Order #2341

Hello, I am writing about order #2341 (Longchamp Le Pliage Tote – Navy), shipped with tracking YT2619700700107430. The order was marked as shipped five days ago and the stated delivery window of two working days has now passed, but the parcel has not arrived. I am travelling and will only be at the delivery address in Oxford, United Kingdom until Tuesday, 21 July. After that date I will no longer be able to receive the parcel and it will be returned or lost. Could you please confirm, in writing and as soon as possible, whether the parcel will be delivered by 21 July? If you cannot guarantee delivery by that date, I would like to cancel the order and request a full refund to the original payment method. Please treat this email as formal notice of cancellation in that event. I would appreciate a reply today so that I can plan accordingly. Kind regards,Cleiton TortatoOrder #2341

Yahoo Mail: Pesquise, organize e aumente sua produtividade ----- Mensagem encaminhada ----- De: "Roberta Carneiro" <roberta_carneiro@yahoo.com> Para: "support@marlow-london.com" <support@marlow-london.com> Cc: Enviada: seg., 20 20e jul. 20e 2026 às 11:25 Assunto: Enc: Fwd: Order #2341 - Delivery by 21 July or cancellation and refund Hello, I am writing about order #2341 (Longchamp Le Pliage Tote – Navy), shipped with tracking YT2619700700107430. The order was marked as shipped five days ago and the stated delivery window of two working days has now passed, but the parcel has not arrived. I am travelling and will only be at the delivery address in Oxford, United Kingdom until Tuesday, 21 July. After that date I will no longer be able to receive the parcel and it will be returned or lost. Could you please confirm, in writing and as soon as possible, whether the parcel will be delivered by 21 July? If you cannot guarantee delivery by that date, I would like to cancel the order and request a full refund to the original payment method. Please treat this email as formal notice of cancellation in that event. I would appreciate a reply today so that I can plan accordingly. Kind regards,Cleiton TortatoOrder #2341

Hi Anna, Thank you for reaching out personally and for the update. I appreciate it. Unfortunately, my circumstances have changed and I will no longer be in Oxford by the time the order arrives. Since you mentioned it has been booked with the carrier but hasn't yet been dispatched, I'd like to formally request that the order be cancelled before it ships, so it doesn't incur any further shipping or return costs on your side. Could you please confirm the cancellation and let me know how the refund will be processed? For reference, the order relates to tracking number YT2619700700107430. Thanks again for your help. Best regards, Cleiton Em ter., 21 de jul. de 2026, 10:05, <support@marlow-london.com> escreveu: > Hi Cleiton, > > I wanted to reach out to you myself rather than leave you wondering. > Because of some internal delays on our end and higher-than-usual demand, > your order is taking a little longer to reach you than we'd like - and I'm > sorry about that. > > Here's exactly where it is right now: it's been booked in with the carrier > and is preparing to move. Based on where it is, expected arrival is about 7 > to 12 days. > > You can follow it live here any time: > https://marlow-london.com/apps/parcelpanel?nums=YT2619700700107430 > > As a genuine apology for the wait, here's £15 off your next order - just > use code STORECREDIT15 at checkout. > > Thank you so much for your patience - it's on its way, and we're keeping > an eye on it from our side. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Anna, Thank you so much for looking into this, I really appreciate it. Yes, please go ahead and stop the order if you can, and process the full refund to my original payment method. Just to add some context that may help: since I won't be in Oxford to receive it, the parcel would end up being returned to you anyway if it's delivered, so stopping it now is genuinely the option that avoids the extra return shipping costs for both of us. Please let me know once it's confirmed on your end. Thanks again for your help, Cleiton Em ter., 21 de jul. de 2026, 10:12, <support@marlow-london.com> escreveu: > Hi Cleiton, > > Thank you for letting me know, and I am sorry your plans have changed. > > I can see order 2341 is currently booked with the carrier, but the > tracking still shows information received and it has not yet been > physically collected for dispatch. That means there may still be a chance > to stop it before it goes out. > > I am checking on this for you right now to see whether we can catch it in > time, and I will come back to you as soon as I know. If we are able to stop > it, I will process a full refund to your original payment method straight > away. > > Thank you for your patience while I look into this. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Anna, Thank you for the update. I'd like to go with the full refund option. I have already left Oxford, but I've left instructions at the address that the parcel is to be returned to you, so it will be sent back once it arrives. Could you please start the return process now so everything is already in place? Let me know if you need anything from my side to get it moving. Thanks, Cleiton Em ter., 21 de jul. de 2026, 20:45, <support@marlow-london.com> escreveu: > Hi Cleiton, > > I'm so sorry, we were not able to cancel order 2341 in time, it has now > gone out with the courier. > > I have talked to the higher-ups and we can handle a 30% cashback (£16.48) > back to your original payment method without needing to stop the order or > arrange a return, does this interest you? Or would you rather wait until it > arrives and send it back for a full refund instead, entirely your call. > > Just let me know which you would prefer and I will get it moving straight > away. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Anna, The parcel for order 2341 was delivered to the Oxford address today. As mentioned, I've already left instructions there for it to be returned to you, and my friend at the address can send it back on my behalf. Could you please send me the return instructions so we can get it moving (prepaid return label, address and instructions) Just as a reminder of the context: the reason for this cancellation was the delivery time. The order was placed on 15 July and the site promised delivery within 2 business days, but after 5 days the parcel still hadn't arrived. My friend in Oxford will return the parcel to you as soon as I have the label. Thanks for your help, Thanks, Cleiton Tortato +55 11 9 9932 5059 (Whatsapp) Em qua., 22 de jul. de 2026 às 03:57, Cleiton Tortato < cleitontortato@gmail.com> escreveu: > Hi Anna, > > Thank you for the update. > > I'd like to go with the full refund option. I have already left Oxford, > but I've left instructions at the address that the parcel is to be returned > to you, so it will be sent back once it arrives. > > Could you please start the return process now so everything is already in > place? Let me know if you need anything from my side to get it moving. > > Thanks, > Cleiton > > Em ter., 21 de jul. de 2026, 20:45, <support@marlow-london.com> escreveu: > >> Hi Cleiton, >> >> I'm so sorry, we were not able to cancel order 2341 in time, it has now >> gone out with the courier. >> >> I have talked to the higher-ups and we can handle a 30% cashback (£16.48) >> back to your original payment method without needing to stop the order or >> arrange a return, does this interest you? Or would you rather wait until it >> arrives and send it back for a full refund instead, entirely your call. >> >> Just let me know which you would prefer and I will get it moving straight >> away. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >

Hi, Thank you for the offer, but I'd like to go with the full refund and return, not the partial refund with keeping the item. To be clear on why: I'm no longer in Oxford and I have no use for this item, so keeping it isn't an option for me regardless of the amount. I also requested a full refund well in advance (before the order was even dispatched) so this is the outcome I've been asking for from the start. I have no problems to wait the 3-4 weeks and for the item to be checked before the refund is processed, that's fine. What I need is: 1. A prepaid return label, so I don't pay the return postage. As the delay was on your side and I cancelled before dispatch, the return shipping should be covered by you. 2. The full order price refunded to my original payment method, including the original delivery charge. The parcel is ready to send back as soon as I have the label. Please send it over and I'll get it moving. Thanks, Cleiton Em qua., 29 de jul. de 2026 às 10:20, <support@marlow-london.com> escreveu: > Hi Cleiton, > > Thank you for getting back to me, and I'm sorry this has been such an > inconvenience. > > I know we promised 2 business days and it took 5 - that's on us, and I can > see why you wanted to cancel. The parcel has now arrived, and before we > process the return, I want to give you the fairest option available. > > Returning it overseas costs you £19.95 in postage and takes 3-4 weeks just > to get back to us - then it needs to be checked before a refund can > process. So you would be out of pocket and waiting weeks for your money. > > What I can do instead is refund you the full order price minus the £19.95 > return shipping cost we would have already spent getting it back to us. > That money lands within 3-5 business days, you keep the item, and it's > settled today - no postage costs, no long wait. > > If that works for you, just let me know and I'll get it processed right > away. > > Warm regards, > Marlow > Marlow London >

Hi Anna, I'm waiting for your answer here Tks Cleiton Em qua., 29 de jul. de 2026 às 12:39, Cleiton Tortato < cleitontortato@gmail.com> escreveu: > Hi, > > Thank you for the offer, but I'd like to go with the full refund and > return, not the partial refund with keeping the item. > > To be clear on why: I'm no longer in Oxford and I have no use for this > item, so keeping it isn't an option for me regardless of the amount. I also > requested a full refund well in advance (before the order was even > dispatched) so this is the outcome I've been asking for from the start. > > I have no problems to wait the 3-4 weeks and for the item to be checked > before the refund is processed, that's fine. What I need is: > > 1. A prepaid return label, so I don't pay the return postage. As the delay > was on your side and I cancelled before dispatch, the return shipping > should be covered by you. > 2. The full order price refunded to my original payment method, including > the original delivery charge. > > The parcel is ready to send back as soon as I have the label. Please send > it over and I'll get it moving. > > Thanks, > Cleiton > > Em qua., 29 de jul. de 2026 às 10:20, <support@marlow-london.com> > escreveu: > >> Hi Cleiton, >> >> Thank you for getting back to me, and I'm sorry this has been such an >> inconvenience. >> >> I know we promised 2 business days and it took 5 - that's on us, and I >> can see why you wanted to cancel. The parcel has now arrived, and before we >> process the return, I want to give you the fairest option available. >> >> Returning it overseas costs you £19.95 in postage and takes 3-4 weeks >> just to get back to us - then it needs to be checked before a refund can >> process. So you would be out of pocket and waiting weeks for your money. >> >> What I can do instead is refund you the full order price minus the £19.95 >> return shipping cost we would have already spent getting it back to us. >> That money lands within 3-5 business days, you keep the item, and it's >> settled today - no postage costs, no long wait. >> >> If that works for you, just let me know and I'll get it processed right >> away. >> >> Warm regards, >> Marlow >> Marlow London >> >

Hi Anna, This is my final follow-up regarding order #2341 (Longchamp Le Pliage Tote – Navy, tracking YT2619700700107430) before I escalate. The order was never delivered within the promised window, I received no confirmation despite several messages, and the delivery address in Oxford is no longer accessible to me as of 21 July. The order therefore cannot be fulfilled. I am requesting an immediate full refund to my original payment method. Please process it and send written confirmation by end of day on 31 Jully. If I have not received confirmation by that date, I will treat the order as undelivered and open a chargeback with my card provider, including all correspondence as evidence of non-delivery and non-response. I remain willing to return the item via my friend in Oxford, provided the prepaid label and instructions are sent here. Regards, Cleiton Tortato Order #2341 Em qui., 30 de jul. de 2026 às 15:22, Cleiton Tortato < cleitontortato@gmail.com> escreveu: > Hi Anna, > I'm waiting for your answer here > Tks > Cleiton > > Em qua., 29 de jul. de 2026 às 12:39, Cleiton Tortato < > cleitontortato@gmail.com> escreveu: > >> Hi, >> >> Thank you for the offer, but I'd like to go with the full refund and >> return, not the partial refund with keeping the item. >> >> To be clear on why: I'm no longer in Oxford and I have no use for this >> item, so keeping it isn't an option for me regardless of the amount. I also >> requested a full refund well in advance (before the order was even >> dispatched) so this is the outcome I've been asking for from the start. >> >> I have no problems to wait the 3-4 weeks and for the item to be checked >> before the refund is processed, that's fine. What I need is: >> >> 1. A prepaid return label, so I don't pay the return postage. As the >> delay was on your side and I cancelled before dispatch, the return shipping >> should be covered by you. >> 2. The full order price refunded to my original payment method, including >> the original delivery charge. >> >> The parcel is ready to send back as soon as I have the label. Please send >> it over and I'll get it moving. >> >> Thanks, >> Cleiton >> >> Em qua., 29 de jul. de 2026 às 10:20, <support@marlow-london.com> >> escreveu: >> >>> Hi Cleiton, >>> >>> Thank you for getting back to me, and I'm sorry this has been such an >>> inconvenience. >>> >>> I know we promised 2 business days and it took 5 - that's on us, and I >>> can see why you wanted to cancel. The parcel has now arrived, and before we >>> process the return, I want to give you the fairest option available. >>> >>> Returning it overseas costs you £19.95 in postage and takes 3-4 weeks >>> just to get back to us - then it needs to be checked before a refund can >>> process. So you would be out of pocket and waiting weeks for your money. >>> >>> What I can do instead is refund you the full order price minus the >>> £19.95 return shipping cost we would have already spent getting it back to >>> us. That money lands within 3-5 business days, you keep the item, and it's >>> settled today - no postage costs, no long wait. >>> >>> If that works for you, just let me know and I'll get it processed right >>> away. >>> >>> Warm regards, >>> Marlow >>> Marlow London >>> >>

Thanks, I'll confirm once it lands Cleiton Em seg., 3 de ago. de 2026 às 09:46, <support@marlow-london.com> escreveu: > Hi Cleiton, > > You're right, and I'm sorry for the back and forth. Order #2341 has now > been refunded in full to your original payment method - no deduction, no > need to send the item back or wait for anything, please just keep it. > > The money should land within 3 to 5 business days. I'm sorry it took this > many messages to get here, and for the delay that started all of this. > > Warm regards, > Anna > Customer Care Team > Marlow London >