Case #768 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Sarah Email: sarah_lobley@hotmail.com Body: Hi there, Trying to track my order with the order tracking number YT2620300700597826, and it says the it cant be found, also tried the the order number again it says order not found?? Please can you help?

Good morning, I have attempted to track the delivery but it says no order found.  I have tried the order number and the tracking number. Please can you advise. Kind regards  Sarah On 21 Jul 2026 22:13, MARLOW LONDON <support@marlow-london.com> wrote:   Shipped On its way, Sarah Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number YT2620300700597826 Carrier: YunExpress Track now A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order at marlow-london.com . Items shipped LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1 Order number #2876 Shipping to Sarah Knight Leeds, United Kingdom Questions about your delivery? Reply to this email and we'll help right away.   Follow us Facebook

Thank you 😊  On 23 Jul 2026 10:49, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry for the confusion. I've just checked and your order is confirmed and on its way, so please don't worry, nothing has gone wrong. The number not being recognised is simply because your tracking hasn't had its first courier scan yet, it's currently sitting at the information received stage, which just means the parcel's details are registered and it's being prepared for pickup. It's completely normal for this to show as not found on some tracking sites during this early stage, and it should start updating properly within the next few days. You can follow it here on our own tracking page, which will show it as soon as it updates: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597826 Based on where things stand, we'd expect it to arrive within about 7 to 12 days. If it's still showing no updates after about a week, just let me know and I will look into it further for you. Warm regards, Anna Customer Care Team Marlow London

I would like to cancel the order and be reimbursed? On 23 Jul 2026 10:54, Sarah knight <sarah_lobley@hotmail.com> wrote: Thank you 😊  On 23 Jul 2026 10:49, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry for the confusion. I've just checked and your order is confirmed and on its way, so please don't worry, nothing has gone wrong. The number not being recognised is simply because your tracking hasn't had its first courier scan yet, it's currently sitting at the information received stage, which just means the parcel's details are registered and it's being prepared for pickup. It's completely normal for this to show as not found on some tracking sites during this early stage, and it should start updating properly within the next few days. You can follow it here on our own tracking page, which will show it as soon as it updates: https://marlow-london.com/apps/parcelpanel?nums=YT2620300700597826 Based on where things stand, we'd expect it to arrive within about 7 to 12 days. If it's still showing no updates after about a week, just let me know and I will look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, Thank you for your reply. The reason I'd like to cancel is that, after placing my order, I read a number of reviews online which raised concerns for me about the company. As a result, I no longer feel confident proceeding with the purchase. I would appreciate it if you could cancel the order before it is dispatched and process a full refund. If it has already been collected by the courier before cancellation is possible, please let me know the next steps for returning it for a full refund. I look forward to your confirmation that the order has been cancelled and the refund has been processed. Kind regards, Sarah On 23 Jul 2026 13:39, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry to hear you would like to cancel. I can see order #2876 currently shows as label created and still at the information received stage, meaning it has not yet been collected by the courier. I am checking right now whether we can still stop it before it ships, and I will come back to you the moment I know. If it can be stopped, your full refund will be processed right away. If you do not mind sharing, it would really help us to know what prompted the cancellation, purely so we can look at improving things for you and other customers, but please do not feel you need to wait on that to hear back from me. 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. Warm regards, Anna Customer Care Team Marlow London

Any update? On 23 Jul 2026 14:09, Sarah knight <sarah_lobley@hotmail.com> wrote: Hi Anna, Thank you for your reply. The reason I'd like to cancel is that, after placing my order, I read a number of reviews online which raised concerns for me about the company. As a result, I no longer feel confident proceeding with the purchase. I would appreciate it if you could cancel the order before it is dispatched and process a full refund. If it has already been collected by the courier before cancellation is possible, please let me know the next steps for returning it for a full refund. I look forward to your confirmation that the order has been cancelled and the refund has been processed. Kind regards, Sarah On 23 Jul 2026 13:39, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry to hear you would like to cancel. I can see order #2876 currently shows as label created and still at the information received stage, meaning it has not yet been collected by the courier. I am checking right now whether we can still stop it before it ships, and I will come back to you the moment I know. If it can be stopped, your full refund will be processed right away. If you do not mind sharing, it would really help us to know what prompted the cancellation, purely so we can look at improving things for you and other customers, but please do not feel you need to wait on that to hear back from me. 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. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, I just wanted to follow up regarding order #2876. Could you please confirm whether the order has now been cancelled? If it has already been dispatched, please let me know the return procedure and confirm that I will receive a full refund once it is returned. I look forward to your update. Kind regards,  Sarah On 24 Jul 2026 10:55, Sarah knight <sarah_lobley@hotmail.com> wrote: Any update? On 23 Jul 2026 14:09, Sarah knight <sarah_lobley@hotmail.com> wrote: Hi Anna, Thank you for your reply. The reason I'd like to cancel is that, after placing my order, I read a number of reviews online which raised concerns for me about the company. As a result, I no longer feel confident proceeding with the purchase. I would appreciate it if you could cancel the order before it is dispatched and process a full refund. If it has already been collected by the courier before cancellation is possible, please let me know the next steps for returning it for a full refund. I look forward to your confirmation that the order has been cancelled and the refund has been processed. Kind regards, Sarah On 23 Jul 2026 13:39, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry to hear you would like to cancel. I can see order #2876 currently shows as label created and still at the information received stage, meaning it has not yet been collected by the courier. I am checking right now whether we can still stop it before it ships, and I will come back to you the moment I know. If it can be stopped, your full refund will be processed right away. If you do not mind sharing, it would really help us to know what prompted the cancellation, purely so we can look at improving things for you and other customers, but please do not feel you need to wait on that to hear back from me. 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. Warm regards, Anna Customer Care Team Marlow London

Dear Anna, I am disappointed that I have not received a response to my previous email. I requested that order #2876 be cancelled before it was dispatched. As the order has now been shipped, please confirm the return procedure as soon as possible. I will refuse delivery if appropriate or return the item unopened once it arrives. Please also confirm that I will receive a full refund once the item has been returned in accordance with your returns policy and UK consumer regulations. I would appreciate your prompt response. Kind regards, Sarah On 24 Jul 2026 13:02, Sarah knight <sarah_lobley@hotmail.com> wrote: Hi Anna, I just wanted to follow up regarding order #2876. Could you please confirm whether the order has now been cancelled? If it has already been dispatched, please let me know the return procedure and confirm that I will receive a full refund once it is returned. I look forward to your update. Kind regards,  Sarah On 24 Jul 2026 10:55, Sarah knight <sarah_lobley@hotmail.com> wrote: Any update? On 23 Jul 2026 14:09, Sarah knight <sarah_lobley@hotmail.com> wrote: Hi Anna, Thank you for your reply. The reason I'd like to cancel is that, after placing my order, I read a number of reviews online which raised concerns for me about the company. As a result, I no longer feel confident proceeding with the purchase. I would appreciate it if you could cancel the order before it is dispatched and process a full refund. If it has already been collected by the courier before cancellation is possible, please let me know the next steps for returning it for a full refund. I look forward to your confirmation that the order has been cancelled and the refund has been processed. Kind regards, Sarah On 23 Jul 2026 13:39, support@marlow-london.com wrote: Hi Sarah, Thanks for reaching out, and sorry to hear you would like to cancel. I can see order #2876 currently shows as label created and still at the information received stage, meaning it has not yet been collected by the courier. I am checking right now whether we can still stop it before it ships, and I will come back to you the moment I know. If it can be stopped, your full refund will be processed right away. If you do not mind sharing, it would really help us to know what prompted the cancellation, purely so we can look at improving things for you and other customers, but please do not feel you need to wait on that to hear back from me. 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. Warm regards, Anna Customer Care Team Marlow London