Case #770 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Tasha Kelly Email: missnatkel@hotmail.co.uk Body: Hello, Order no. 2568 Please can you confirm my order is on it’s way?

Hello, I’m contacting you regarding a bag I ordered on 20 July, ORDER NUMBER 2568. I have not received the bag or any updates about its delivery, so I would now like to request a full refund. Please could you confirm when the refund has been processed? Should the bag arrive after the refund has been issued, please also let me know how I can return it to you at no cost. Many thanks, ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: 23 July 2026 12:04 To: missnatkel@hotmail.co.uk <missnatkel@hotmail.co.uk> Subject: Re: New customer message on 23 July 2026 at 10:04 Hi there, Good news, order 2568 is on its way. I can see the tracking currently shows "information received" - that's just the very first stage, it means the courier has your parcel's details and is preparing for pickup. It's completely normal for this to sit here for a few days before the next scan happens, so there's nothing to worry about. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 If it's still stuck after about a week, let me know and I'll look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Thank you Anna. I will be returning the item, so please kindly let me know the process I can follow? Many thanks for your help. ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: 29 July 2026 15:15 To: missnatkel@hotmail.co.uk <missnatkel@hotmail.co.uk> Subject: Re: Order No. 2568 Hi Tasha, Thank you for reaching out, and I'm sorry you haven't been able to see your order progress yet. I completely understand your concern. I can see your order 2568 is on its way, and the tracking currently shows "information received" - that's the very first stage, which means the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to remain at this stage for a few days while the parcel moves through the logistics network, so there's genuinely nothing to worry about. I appreciate you'd like a refund, and I completely understand the uncertainty. However, as your order is currently in transit with the courier, our policy means I'm unable to process a refund on it at this stage - we can only handle refunds for items that have arrived, or in specific other circumstances. You can track your order progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Based on current shipping times, your parcel should arrive within about 8 to 12 days. If it doesn't arrive within that window, or if you have any concerns, please do let me know and I'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Good evening, Please can you advise the steps to returning this bag for a full refund. Thanks, Natasha Kelly On 29 Jul 2026, at 15:25, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Thank you Anna. I will be returning the item, so please kindly let me know the process I can follow? Many thanks for your help. ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: 29 July 2026 15:15 To: missnatkel@hotmail.co.uk <missnatkel@hotmail.co.uk> Subject: Re: Order No. 2568 Hi Tasha, Thank you for reaching out, and I'm sorry you haven't been able to see your order progress yet. I completely understand your concern. I can see your order 2568 is on its way, and the tracking currently shows "information received" - that's the very first stage, which means the courier has your parcel's details and is preparing for pickup. It's completely normal for tracking to remain at this stage for a few days while the parcel moves through the logistics network, so there's genuinely nothing to worry about. I appreciate you'd like a refund, and I completely understand the uncertainty. However, as your order is currently in transit with the courier, our policy means I'm unable to process a refund on it at this stage - we can only handle refunds for items that have arrived, or in specific other circumstances. You can track your order progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Based on current shipping times, your parcel should arrive within about 8 to 12 days. If it doesn't arrive within that window, or if you have any concerns, please do let me know and I'll be happy to look into it further for you. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, Thank you for your response. Unfortunately, I am not interested in accepting a 10% refund or exchanging the item for another product. Having inspected the bag, I do not believe it is a genuine Le Champ bag, and it is clearly not as described or as advertised on your website. As a result, I would like to exercise my right to return the item for a full refund. Please provide me with the return address and instructions for returning the bag. Once it has been received, I expect the full purchase price to be refunded to my original payment method. I would appreciate it if you could respond within the next few days so we can resolve this promptly. If we are unable to reach a satisfactory resolution, I will have to pursue the matter through my card provider and the appropriate consumer protection channels. I hope this won’t be necessary, and I look forward to resolving this quickly. Kind Regards, Natasha Kelly On 31 Jul 2026, at 05:43, support@marlow-london.com wrote: Hi Tasha, Thank you for getting back to me. I completely understand you'd like to resolve this, and once your parcel arrives we absolutely can. I want to make sure we find you the easiest option, and I actually have some solutions that will be much quicker and simpler than a return: - A 10% cashback back to your original payment method (landing within 3-5 business days), and you keep the bag with our compliments - Or a completely free replacement with a different item from our collection Both of these get sorted within days of your parcel arriving, no postage costs, and no weeks of waiting around. Your order should be with you within the next week or so. You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Once it arrives, just let me know which of these works best for you. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, If you can offer me a 20% refund back onto my original payment card, I will keep the bag. Many thanks, Natasha Kelly On 31 Jul 2026, at 06:55, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Hi Anna, Thank you for your response. Unfortunately, I am not interested in accepting a 10% refund or exchanging the item for another product. Having inspected the bag, I do not believe it is a genuine Le Champ bag, and it is clearly not as described or as advertised on your website. As a result, I would like to exercise my right to return the item for a full refund. Please provide me with the return address and instructions for returning the bag. Once it has been received, I expect the full purchase price to be refunded to my original payment method. I would appreciate it if you could respond within the next few days so we can resolve this promptly. If we are unable to reach a satisfactory resolution, I will have to pursue the matter through my card provider and the appropriate consumer protection channels. I hope this won’t be necessary, and I look forward to resolving this quickly. Kind Regards, Natasha Kelly On 31 Jul 2026, at 05:43, support@marlow-london.com wrote: Hi Tasha, Thank you for getting back to me. I completely understand you'd like to resolve this, and once your parcel arrives we absolutely can. I want to make sure we find you the easiest option, and I actually have some solutions that will be much quicker and simpler than a return: - A 10% cashback back to your original payment method (landing within 3-5 business days), and you keep the bag with our compliments - Or a completely free replacement with a different item from our collection Both of these get sorted within days of your parcel arriving, no postage costs, and no weeks of waiting around. Your order should be with you within the next week or so. You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Once it arrives, just let me know which of these works best for you. Warm regards, Anna Customer Care Team Marlow London

Good morning Anna, Please let me know how to resolve this. The bag is here with me now. Thanks, Natasha Kelly On 31 Jul 2026, at 16:58, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Hi Anna, If you can offer me a 20% refund back onto my original payment card, I will keep the bag. Many thanks, Natasha Kelly On 31 Jul 2026, at 06:55, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Hi Anna, Thank you for your response. Unfortunately, I am not interested in accepting a 10% refund or exchanging the item for another product. Having inspected the bag, I do not believe it is a genuine Le Champ bag, and it is clearly not as described or as advertised on your website. As a result, I would like to exercise my right to return the item for a full refund. Please provide me with the return address and instructions for returning the bag. Once it has been received, I expect the full purchase price to be refunded to my original payment method. I would appreciate it if you could respond within the next few days so we can resolve this promptly. If we are unable to reach a satisfactory resolution, I will have to pursue the matter through my card provider and the appropriate consumer protection channels. I hope this won’t be necessary, and I look forward to resolving this quickly. Kind Regards, Natasha Kelly On 31 Jul 2026, at 05:43, support@marlow-london.com wrote: Hi Tasha, Thank you for getting back to me. I completely understand you'd like to resolve this, and once your parcel arrives we absolutely can. I want to make sure we find you the easiest option, and I actually have some solutions that will be much quicker and simpler than a return: - A 10% cashback back to your original payment method (landing within 3-5 business days), and you keep the bag with our compliments - Or a completely free replacement with a different item from our collection Both of these get sorted within days of your parcel arriving, no postage costs, and no weeks of waiting around. Your order should be with you within the next week or so. You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Once it arrives, just let me know which of these works best for you. Warm regards, Anna Customer Care Team Marlow London

Hi there Anna, I hope you’re well. I just wanted to check in and see whether there have been any updates on the below when you have a moment. Many thanks, ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: 02 August 2026 17:06 To: missnatkel@hotmail.co.uk <missnatkel@hotmail.co.uk> Subject: Re: Order No. 2568 - Request for Return and Full Refund Hi there, Thank you for your message. I understand your concern, and I'm taking this seriously. I want to make sure this gets the proper attention it needs. I'm going to pass this directly to our management team so they can review your feedback thoroughly and get back to you with a full response within the next 24 hours. I appreciate your patience. Warm regards, Anna Customer Care Team Marlow London

Good morning Anna, Please can I have a reply to my email to come to a resolution. Many thanks, Natasha Kelly On 2 Aug 2026, at 08:23, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Good morning Anna, Please let me know how to resolve this. The bag is here with me now. Thanks, Natasha Kelly On 31 Jul 2026, at 16:58, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Hi Anna, If you can offer me a 20% refund back onto my original payment card, I will keep the bag. Many thanks, Natasha Kelly On 31 Jul 2026, at 06:55, Natasha Kelly <missnatkel@hotmail.co.uk> wrote:  Hi Anna, Thank you for your response. Unfortunately, I am not interested in accepting a 10% refund or exchanging the item for another product. Having inspected the bag, I do not believe it is a genuine Le Champ bag, and it is clearly not as described or as advertised on your website. As a result, I would like to exercise my right to return the item for a full refund. Please provide me with the return address and instructions for returning the bag. Once it has been received, I expect the full purchase price to be refunded to my original payment method. I would appreciate it if you could respond within the next few days so we can resolve this promptly. If we are unable to reach a satisfactory resolution, I will have to pursue the matter through my card provider and the appropriate consumer protection channels. I hope this won’t be necessary, and I look forward to resolving this quickly. Kind Regards, Natasha Kelly On 31 Jul 2026, at 05:43, support@marlow-london.com wrote: Hi Tasha, Thank you for getting back to me. I completely understand you'd like to resolve this, and once your parcel arrives we absolutely can. I want to make sure we find you the easiest option, and I actually have some solutions that will be much quicker and simpler than a return: - A 10% cashback back to your original payment method (landing within 3-5 business days), and you keep the bag with our compliments - Or a completely free replacement with a different item from our collection Both of these get sorted within days of your parcel arriving, no postage costs, and no weeks of waiting around. Your order should be with you within the next week or so. You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=YT2620000700157445 Once it arrives, just let me know which of these works best for you. Warm regards, Anna Customer Care Team Marlow London