Case #895 — Marlow London
low_ailing@yahoo.com · order 3347 · state imported · label none yet · rung 0
Facts
New customer message on 26 July 2026 at 18:59
open
not set
2026-07-26 18:00:35
—
2026-08-14 19:30:08
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Latest draft
from decision #1938 · action=reply · 2026-07-28 13:04:59 · dry-run
Dear Ai,
Thank you for your message. I can see your order #3347 (the LONGCHAMP LE PLIAGE TOTE in Terra and the Mini Leather Longchamp Bag in Black) is on its way to you.
You can track its progress here: https://marlow-london.com/apps/parcelpanel?nums=UL364417526YP
Regarding arrival by Friday 31 July: with our current shipping times running at 8 to 12 days due to higher order volume from our sale, it's unlikely the bags will arrive by that date. I'd recommend checking your tracking link for the most up-to-date estimate.
For delivery to an alternate address: since the order has already been dispatched, I'm unable to change the delivery address on our end. Your best option is to contact the courier directly with your tracking number (UL364417526YP) and ask if they can redirect the package to your friend's address while it's still in transit.
Alternatively, if the courier redirect doesn't work out, I'd be happy to arrange a completely free replacement sent directly to your friend's address instead - just let me know the address if you'd like to go ahead with that option.
As a token for the uncertainty around the delivery window, here's a code for £15 off your next order: STORECREDIT15
Please let me know if you need anything else or if you'd like to proceed with either option.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Shipped order with deadline and address-change request. Needs human review despite deadline component; address-change option after shipment requires judgment.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ai LOW
Email:
low_ailing@yahoo.com
Body:
Please help.
Please cancel my present order no.3347, of 1x Black Mini Leather
Longchamp Bag and 1x LONGCHAMP LE PLIAGE TOTE - TERRA, total
price of £84.08.
I have mistakenly used my American Express Membership Rewards
Points to pay for them. Please cancel this order, so American
Express will refund the points.
I would like to re order the same paying by another American
Express transaction with money, please.
Ai L LOW
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ai L LOW
Email:
low_ailing@yahoo.com
Body:
I have not received any e-mail reply from you. so the
order #3347, I see on the tracking that the bags are ready, with
the delivery. If this is too late to be changed, than just let
them be, please continue to deliver them to me please. Thank you.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Ai L LOW
Email:
low_ailing@yahoo.com
Body:
My order # 3347.
I have made and charged for the #3347 order, can you please let
me know if it's possible for me to received the two bags before
Friday 31 July 2026 ? If not please let me know, I will need to
give you the alternate address of my friend to receive my order,
please help.
Please let me know who is the carrier, thank you.
Dear Customer service,
I note that my order have already with your delivery service, please continue to deliver.
Please let me know if it's possible for me to receive my order of two bags before Friday 31 July 2026 ?
If not I will need to give you an alternative address for my friend to receive them for me, thank you.
Best regards,
Ai LOW
Hi Ai,
Thank you for your message, and I'm so sorry we didn't reply sooner to your initial request.
I completely understand why you wanted to cancel - it's frustrating when you realise you've used the wrong payment method. Unfortunately, I can see that your order #3347 has already shipped, so we're not able to cancel it at this stage. The good news is that your parcels (the Longchamp Le Pliage Tote in Terra and the Mini Leather Longchamp Bag) are on their way and should arrive within about 7 to 12 days.
You can track them here: https://marlow-london.com/apps/parcelpanel?nums=UL364417526YP
Thank you so much for being so understanding about this. We really do appreciate it, and we're happy to proceed with delivery.
Regarding the payment issue with your American Express Membership Rewards Points - if you'd like to discuss a reversal with American Express, they should be able to help you. Alternatively, if there's anything we can do to support you on our end, please just let us know.
Warm regards,
Anna
Customer Care Team
Marlow London