Case #678 — Marlow London

Hi, Thanks for the update. The dress was for a wedding this Friday so if it’s not arriving for another week, it will be too late. Am I able to cancel the order just now and receive a refund? Thanks Lauren Sent from my iPhone > On 19 Jul 2026, at 10:00, support@marlow-london.com wrote: > > Hi Lauren, > > 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=4PX3002986492814CN > > 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, Thanks so much for your help, I would rather just do a full return as I won’t need any of the items. Is there a charge to return? Thanks again Lauren Sent from my iPhone > On 21 Jul 2026, at 20:45, support@marlow-london.com wrote: > > Hi Lauren, > > I'm so sorry, we were not able to cancel order 2302 in time, it has now gone out with the courier. > > I have talked to the higher-ups and we can handle a 30% cashback (£35.24) 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, I would like to return all the items from order #2302, as previously communicated with yourself, due to the delay in delivery I no longer needed the items which were for an event. Thank you Lauren Sent from my iPhone

Hi, It was not longchamp bags I ordered? I ordered 2 dresses and a pair of shoes? Thanks Lauren Sent from my iPhone > On 3 Aug 2026, at 13:51, support@marlow-london.com wrote: > > Hi Leanne, > > Thank you for the detail, and I want to answer you straight. > > These are not genuine Longchamp bags, and we are not an authorised Longchamp stockist - they are manufacturer-direct bags in the Le Pliage style. I'm sorry if the packaging and finish did not match what you expected from that description. > > A full refund has now gone through to your original payment method today. Please do keep the bags - there is nothing to send back. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thank you so much for explaining all that, much appreciated. Happy to send back the items if needed, you can let me know how to do that if so. Thank you Sent from my iPhone > On 3 Aug 2026, at 14:50, support@marlow-london.com wrote: > > Hi Lauren, > > Two apologies, and the first one is serious. > > The email you received from us earlier today was not meant for you. It was written for a different customer about a different order entirely, and it went out under your name by mistake. You never ordered any bags, and nothing in that message applied to you. I am sorry - that should not have happened. > > Now the part that does apply to you. > > You asked to cancel order 2302 on the 20th of July, while it was still sitting with the courier as "information received". We were not able to stop it in time, and then you asked twice about sending everything back and did not get a straight answer from us. That is a month of being passed over, and it was our failure, not yours. > > So I have settled it the simple way: I have refunded order 2302 in full, back to your original payment method. That is done, not pending, and it should land within 3 to 5 business days. > > There is nothing to send back to us and nothing for you to pay. Please keep the dresses and the sandals. > > I am sorry it took this long and this many messages to get there. > > Warm regards, > Anna > Customer Care Team > Marlow London