Case #726 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Nicola Petit Email: nickywoods17@gmail.com Body: I placed an order 2569 on Saturday, 18th July. I did not realise when I placed my order that the item was being shipped from abroad. Mislead by the name of Marlow-London. I am going away on Wed 29th so will the item arrive before I go away ?? No update in the tracking information since Monday. Thank you

Good afternoon, I placed an order on Saturday for a Longchamp tote bag for £54.95. I have received the tracking information which has not been updated since the 19th July. Is this item coming from overseas? I thought it was dispatched in UK as your website is named Marlow-London. I wanted the item for when I go away on the 29th July. How likely is it to be delivered before then? I look forward to hearing from you. Kind regards Nicky Petit

Thank you Anna On Wed, 22 Jul 2026, 14:40 , <support@marlow-london.com> wrote: > Hi Nicky, > > Thanks for reaching out. > > I can see order 2569 for your Longchamp Le Pliage Tote in Steel. To answer > your question, yes, some of our orders are shipped directly from our > trusted supplier overseas, the same one used by major well known fashion > retailers, so we can keep offering these prices without long delays. The > quality is exactly the same, it is simply how we are able to keep costs > down, and it is not a reflection of the store name. > > I can see your tracking currently shows information received, which is > just the very first stage. It means the courier has your parcel's details > and is preparing for pickup, so it is completely normal for this to sit > here for a few days before the next scan comes through. > > You can follow it here: > https://marlow-london.com/apps/parcelpanel?nums=YT2620000700358142 > > I want to be honest with you rather than just tell you what you want to > hear. Right now we are estimating around 7 to 12 days for delivery, which > would put arrival close to the 29th, but with tracking not having moved yet > I cannot promise it will land before you leave. I am really sorry for the > uncertainty this brings, especially with your trip coming up. > > As an apology for the wait, here is a code for your next order: > STORECREDIT15. > > If your tracking still has not moved in the next few days, please let me > know and I will look into it further for you. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Good morning, Just following on from my earlier emails, there is no further update to the tracking since Monday. I wanted to take this with me on holiday and given that it is very unlikely that it will arrive by Tuesday, can I cancel my order please ? I look forward to hearing from you. Nicky Petit On Wed, 22 Jul 2026, 15:50 , <support@marlow-london.com> wrote: > Hi Nicky, > > You are very welcome. I'm glad that's given you a clearer picture. > > If your tracking still has not moved along in the next few days, or if > anything else comes up before your trip on the 29th, just come back to me > and I will look into it further for you. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Anna, Many thanks for your help and I await a further update in due course. Kind regards Nicky On Fri, 24 Jul 2026, 08:22 , <support@marlow-london.com> wrote: > Hi Nicky, > > Thank you for the update, and I am sorry to hear there has been no further > movement on the tracking since Monday. > > I can see order 2569 currently shows as information received, which means > it has not yet been collected by the courier. Because of that, I am > checking right now whether we can still stop it from our side before it > starts moving, and I will come back to you the moment I know. > > If we are able to catch it in time, I will process a full refund for you > straight away. I completely understand this is cutting it close with your > trip on Wednesday, so I did not want to leave you waiting without an honest > answer. > > Please do not worry about whether you are entitled to a refund. You are, > and however this resolves, you will get exactly what you are asking for, > whether that is by us catching it now or once it reaches you. > > I will be back in touch very soon. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi Anna, Is there any update since this morning? I would like a refund today please of £54.95. Thank you Nicky Petit On Fri, 24 Jul 2026, 08:40 Nicky Woods, <nickywoods17@gmail.com> wrote: > Hi Anna, > > Many thanks for your help and I await a further update in due course. > > Kind regards > > Nicky > > On Fri, 24 Jul 2026, 08:22 , <support@marlow-london.com> wrote: > >> Hi Nicky, >> >> Thank you for the update, and I am sorry to hear there has been no >> further movement on the tracking since Monday. >> >> I can see order 2569 currently shows as information received, which means >> it has not yet been collected by the courier. Because of that, I am >> checking right now whether we can still stop it from our side before it >> starts moving, and I will come back to you the moment I know. >> >> If we are able to catch it in time, I will process a full refund for you >> straight away. I completely understand this is cutting it close with your >> trip on Wednesday, so I did not want to leave you waiting without an honest >> answer. >> >> Please do not worry about whether you are entitled to a refund. You are, >> and however this resolves, you will get exactly what you are asking for, >> whether that is by us catching it now or once it reaches you. >> >> I will be back in touch very soon. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >

Hi Anna Can I have an update please? Regards Nicky Petit On Fri, 24 Jul 2026, 13:27 Nicky Woods, <nickywoods17@gmail.com> wrote: > Hi Anna, > > Is there any update since this morning? > > I would like a refund today please of £54.95. > > Thank you > > Nicky Petit > > On Fri, 24 Jul 2026, 08:40 Nicky Woods, <nickywoods17@gmail.com> wrote: > >> Hi Anna, >> >> Many thanks for your help and I await a further update in due course. >> >> Kind regards >> >> Nicky >> >> On Fri, 24 Jul 2026, 08:22 , <support@marlow-london.com> wrote: >> >>> Hi Nicky, >>> >>> Thank you for the update, and I am sorry to hear there has been no >>> further movement on the tracking since Monday. >>> >>> I can see order 2569 currently shows as information received, which >>> means it has not yet been collected by the courier. Because of that, I am >>> checking right now whether we can still stop it from our side before it >>> starts moving, and I will come back to you the moment I know. >>> >>> If we are able to catch it in time, I will process a full refund for you >>> straight away. I completely understand this is cutting it close with your >>> trip on Wednesday, so I did not want to leave you waiting without an honest >>> answer. >>> >>> Please do not worry about whether you are entitled to a refund. You are, >>> and however this resolves, you will get exactly what you are asking for, >>> whether that is by us catching it now or once it reaches you. >>> >>> I will be back in touch very soon. >>> >>> Warm regards, >>> Anna >>> Customer Care Team >>> Marlow London >>> >>

Hi Anna Please can I have an update on my order and confirmation of my refund? Nicky Petit On Wed, 22 Jul 2026, 14:39 Nicky Woods, <nickywoods17@gmail.com> wrote: > Good afternoon, > > I placed an order on Saturday for a Longchamp tote bag for £54.95. > > I have received the tracking information which has not been updated since > the 19th July. Is this item coming from overseas? I thought it was > dispatched in UK as your website is named Marlow-London. > > I wanted the item for when I go away on the 29th July. How likely is it to > be delivered before then? > > I look forward to hearing from you. > > Kind regards > > Nicky Petit > > >