Case #819 — Marlow London

You received a new message from your online store's contact form. Country Code: GB Name: Gemma Email: gemmajayne95@hotmail.com Body: I have made an order I would like to cancel Please order #LSO-20260724-11122

I want a refund and the cancel the order I can see the bag isn't authentic and the reviews also say the same can this be refunded please order number #LSO-20260724-11122 Sent from Outlook for iOS<https://aka.ms/o0ukef>

I want a refund Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: Friday, 24 July 2026 21:48:13 To: gemmajayne95@hotmail.com <gemmajayne95@hotmail.com> Subject: A shipment from order #3098 is on the way [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACOd7WXelXlLaG0ovUUTOuOYqNgiX0VxjheCh-9hWzuGmqIr7ERgvBhcQ-s3k1Zv4TBX0NYgWLwStNXmoN4A_c1QQtm6Zqs3v-9DbvSDp_rxP1ouofKGeFu3WzevNW99MNuMVAr7kX9okgmp6gFmVtdstzKv-07X5VMplpe6x-sqKrWgHb3G7K-Gzm-CLjOlM5f_N_J6hYTuZZn_CFz_GW0HD-8DXPRz5M0sdbzLa4L3HJOI9j9Yx3zj4tIQ5BMsMonGMKW2NVZnVihkrISmBZxfAlQE4LXuG6TH0cQYOZGRq-mb5L2u2LhVoz8Vllh4QjtNJx5NGipD1m0TAorBvfXOg==> Shipped On its way, Gemma Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number UL360371245YP Carrier: Other Track now<https://marlow-london.com/_t/c/v3/AAAWb9XcWG6zrYILpbpNEe0-0AnAGpehR5I6IPAL_gQ-lEy90PIRrZu0sTcou6BcSgRh6A3dlU6oR2KAIG9kXZzhXu2xGdJ5DQQOdA-pvefQmAo2Oqx-ejxgN2IMhx7kLG5lIiJaa_aT_V2D6cuPmGvvw3rAYTpVbq9GtbN4Htm4YSc723S3STjHnVnOMUsKOgl_IcOqKUG0AAtgimWAob1anTOVdtSISsUMzcwx86fPi0v0IhOKMq48zmbhTSPmPpSe1_tC2J2xty9Jpw7KuI8KgQ9ao258hzRlSSsEIW7L8G6E7gYhLtnflI0fWr90yc6fz-NgoE87zj2N6LxmqZ2La6aa2AVtqgduY-_gvg_ZKGyAbQ==> A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AAChWJ1j5emdmn-ypwSG8XHtjXYW5n2X8hR4eQVT_Jv3U_suSeOQiG8gut_9Q9InWs7YFdRkuAF9sTe108eGEqvxGwuiiJD8Ee7l5ML-qmJ7BR4tGdUbBW_aqe4r5-WApa5vKeEV0CKrIt4CBcjpAO7KkjlrgYLP2FGCfFASzF0PUE4C_oAsSG-ljKU18kYmRxEppK7ldKnsMA8MpHXaRf9B4jiG2lXAmVnpZH--tJck8q24JxXw6v5Q5DrocQf_6Zsjb1iRAyTksMZjcTwNB_YNm2HvmRMBmZZQNOwwcLwsAydl4Jls3loRUmS7HqSW9murS1HBxsizBlrM5NaHyAvC8fo=>. Items shipped LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1 Order number #3098 Shipping to Gemma Hutchinson Harrogate, United Kingdom Questions about your delivery? Reply to this email and we'll help right away. Follow us Facebook<https://marlow-london.com/_t/c/v3/AABRIR0co46yKuOG-56jsypiivJNPkHbMznRDb7KoQK2PkpW9Kh0ZHxkFx2pit7GhB9rfUhjX-j43RwyZRl8ruiyvHXN7RvA81iyv8T4BIUe7M1MnRk1lKSlXgSmHG000WhvpwNAfH2kW9iUXR4gHVDh6TOaVzWYY_eATzZeGQCUM-8yZYSrahOVaJ-qev8Z5y_TCT2cIcMFYtWGm76p7zD2xmfE5_KvdX9GIJudqBOR7uj6iCkZU6fUXcJoiOccbi7PGq2a5IsyXk5nkuy7TXMun_RIZVKUblAUPxfyT0j1dfDP79ocb01-hjqWh1BnbPowOgxgDnK4UWg=>

Hello please can this be cancelled and refunded Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Marlow-London <support@marlow-london.com> Sent: Friday, 24 July 2026 21:56:28 To: Gemma Hutchinson <gemmajayne95@hotmail.com> Subject: Important news about your order #3098 This email contains information about your order. ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ [logo black] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_0> [logo black] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_1> [Order tracking webshop] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_2> Dear Gemma, The shipping label has been printed and the carrier has been notified. You can track your package using the button below. Kind regards, Maggie Track your order <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_3> Order: #3098 [https://cdn.shopify.com/s/files/1/0662/8488/0137/files/L1899089001_0.webp?v=1781619436] 1 x LONGCHAMP LE PLIAGE TOTE - BLACK 54.95 GBP You might also like this? [Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_4> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_5> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_6> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_7> [Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_8> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_9> [USP] <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_10> Homepage <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_11> Track your order <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_12> Contact <https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_13> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick3.com/l/01KYAYMJKSSBN81XDFBXK6RS3H_14>.

Hi yes I would like to organise a refund and sending the item back please once delivered Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 29 July 2026 12:39:32 To: gemmajayne95@hotmail.com <gemmajayne95@hotmail.com> Subject: Re: Important news about your order #3098 Hi Gemma, Thank you for reaching out, and I understand your concern about the authenticity of the bag. I want to be completely honest with you about what Marlow London sells. We supply manufacturer-direct bags in styles similar to high-end designer pieces - they are made by the same manufacturers who produce for well-known retailers. The reason our prices are so much lower is because we buy directly from the manufacturer and cut out the middlemen, not because the quality or materials are compromised. We are not an authorised stockist of any designer brand, and we do not sell authentic branded items, but rather similar-style pieces. I can see your order is currently in transit (tracking number UL360371245YP), and I'm afraid our policy does not allow us to cancel or refund orders that are already on their way to you - we can only process refunds once an item has arrived and you have had the chance to inspect it yourself. What I can do is this: once your order arrives, if you are not happy with it, please get in touch straight away and we will sort out the best solution for you - whether that is an exchange, a return, or a refund. I hope this clarifies things, and please do let me know if you have any other questions. Warm regards, Anna Customer Care Team Marlow London

Hello can I please speak to someone in regards to an order I made I was speaking to someone about the bag I ordered not knowing it wasn’t authentic is there a way I can have money reimbursed or a refund etc Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 29 July 2026 15:01:37 To: gemmajayne95@hotmail.com <gemmajayne95@hotmail.com> Subject: Re: Important news about your order #3098 Hi Gemma, Thank you for your message. I completely understand, and once your order arrives, we will absolutely help you sort out a solution. When your parcel gets to you, we would normally offer a few options before arranging a physical return - a partial refund so you can keep the item (often the easiest for you, since it saves the return shipping cost and the weeks-long wait), or an exchange for a different product. But of course, if you would prefer to return it, we can absolutely arrange that as well. Your order is currently on its way. You can track it here: https://marlow-london.com/apps/parcelpanel?nums=UL360371245YP Once it arrives, just get in touch and we will work out the best option for you. Warm regards, Anna Customer Care Team Marlow London

Hello I spoke to someone about a partial refund for the bag I ordered if this can be organised Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Marlow-London <support@marlow-london.com> Sent: Monday, 10 August 2026 21:52:15 To: Gemma Hutchinson <gemmajayne95@hotmail.com> Subject: Your order #3098 has been delivered! 🥳 We’ve successfully delivered your order. ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ [logo black] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_0> [logo black] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_1> [hero image] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_2> Dear Gemma, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team [https://d3k81ch9hvuctc.cloudfront.net/company/WdpZY8/images/605d353c-1dc1-47cc-8630-3a77c3cdae3d.png] Shop with 25% discount <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_3> You may also like: [Image of HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_4> HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS € 39,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_5> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_6> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_7> [Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_8> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_9> [Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_10> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_11> [Image of Mini Leather Longchamp Bag] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_12> Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_13> [Image of Evelyn | Everyday Comfort Mesh Sandals] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_14> Evelyn | Everyday Comfort Mesh Sandals € 39,95 € 105,00 Shop now <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_15> [USP] <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_16> Homepage <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_17> Track your order <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_18> Contact <https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_19> © 2026 MARLOW LONDON Don't want to receive any more emails? Unsubscribe<https://ctrk.klclick.com/l/01KZPQ52E6Y14T2X55ZWT9XEGM_20>.

Is there no way it can be 20% partial refund please Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 11 August 2026 16:55:32 To: gemmajayne95@hotmail.com <gemmajayne95@hotmail.com> Subject: Re: Your order #3098 has been delivered! 🥳 Hi Gemma, Thank you for letting us know, and I understand you would like a partial refund on your bag, order #3098, the Longchamp Le Pliage Tote in Black. Rather than you going through the hassle of packing it up and posting it back to us, which would mean weeks in transit, real hassle on your end, and always a chance of it going missing along the way, I would much rather put this right a different way. I can offer you 10% cashback on your original purchase, and you would keep the bag, with nothing to send back at all. If you would rather have something different instead, I am also happy to arrange an exchange for another item from the collection. Just let me know if that works for you and I will get it processed straight away. Warm regards, Anna Customer Care Team Marlow London

Is someone able to confirm some kind of partial refund please n Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Gemma Hutchinson <gemmajayne95@hotmail.com> Sent: Tuesday, 11 August 2026 16:56:34 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Your order #3098 has been delivered! 🥳 Is there no way it can be 20% partial refund please Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 11 August 2026 16:55:32 To: gemmajayne95@hotmail.com <gemmajayne95@hotmail.com> Subject: Re: Your order #3098 has been delivered! 🥳 Hi Gemma, Thank you for letting us know, and I understand you would like a partial refund on your bag, order #3098, the Longchamp Le Pliage Tote in Black. Rather than you going through the hassle of packing it up and posting it back to us, which would mean weeks in transit, real hassle on your end, and always a chance of it going missing along the way, I would much rather put this right a different way. I can offer you 10% cashback on your original purchase, and you would keep the bag, with nothing to send back at all. If you would rather have something different instead, I am also happy to arrange an exchange for another item from the collection. Just let me know if that works for you and I will get it processed straight away. Warm regards, Anna Customer Care Team Marlow London