Case #900 — Marlow London
hayleyrroyle@outlook.com · order 3274 · state imported · label none yet · rung 0
Facts
A shipment from order #3274 is on the way
open
not set
2026-07-26 20:11:35
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #1756 · action=reply · 2026-07-26 20:13:14 · dry-run
Hi Hayley,
Thank you for reaching out, and I understand your concern about the product.
To be upfront: our Longchamp bags are manufacturer-direct products made by the same production facilities that supply major retailers worldwide. We're not an authorised Longchamp retailer, and our lower pricing reflects buying directly from the manufacturer - the savings come from cutting out the middleman, not from the product quality. Everything we sell is genuine.
That said, if this isn't right for you, I'm absolutely happy to help cancel it.
Your order is still at the very earliest stage - the label has just been created and hasn't been collected by the courier yet. I'm checking right now on our end whether we can stop it. If we can, your full refund will be processed immediately to your original payment method.
I'll come straight back to you once I've confirmed.
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 the order now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer requests cancellation citing product authenticity concern on label-only order; operator review recommended due to product allegation.
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Good evening,
I’ve found out that this is not a genuine LONGCHAMP product, please can I cancel this order and receive a full refund
Thank you
Hayley
Sent from Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: MARLOW LONDON <support@marlow-london.com>
Sent: Sunday, 26 July 2026 20:30:56
To: hayleyrroyle@outlook.com <hayleyrroyle@outlook.com>
Subject: A shipment from order #3274 is on the way
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AABmpjCWp1j0pBZbZ9ykG2zpXhWykSxVjDxbxtJR30oJpGPeaxjYiKoEGxll45u-Pr5lu4wP-Ct5QbrEXDHIaTXfmchbowdg-HWYzkTSJWSIZ2wASKmpv9lj2zbfO8v8ofX61UQXoFvfQiuD5aIoKOUOcp1AuAGTpIK9QbeqnVY8NYdREfYaAwYj3_rPhj2ETwcq_IBLp5xcPTz7KDwoPWExuKOwKHqT5TbxtaqUlnEV-rS0hwysYm8XBOsNn1OQZwRgdAChh_zLVmO2ufPaHzno7SwUSNelppDkqizjg9UYvly0kr7_O4-0B5VtVkEGEeIWA82RKm5ZNVyPxM5n19wNIg==>
Shipped
On its way, Hayley
Your order has left our boutique. Track your package below to see when it'll arrive.
Tracking number
UL364417013YP
Carrier: Other
Track now<https://marlow-london.com/_t/c/v3/AADV0jTpBGgoEY6Z3A4yNOLMICnE-4vX_te4tVDn2_RpAxy9bFBgnQEZNhrI-meQ0ciX0jdGxf7L-JjRZtjosGQsy4WlRlTXG-EdzPSdgCfXOaDFsQqO0i3Akd0jD-JWmSp02KKabuRjYxwoQwZiS9MOyOJj2JUtGfp29SjagTQntKZoc4n2yJyGNR01yDxtugs17mXLB7922KtBMmznBGog7OQgdgdFxYnqdIPEPSNiGQ-7dygHYAqWcCphkoWLraWZoO-kUEW0TYK1YgSHSHuhDhD-GrrsUUV4Bteg_YuUJEJHJyHifo5s24a4IWBoMLqmRyYaDcLODKzHAowbzLuexeDnM7DSTvb2SerzhKHWf55yiA==>
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/AAAvNgwZlVDi6M-uAggkcwtzPTApCWgCZ-acaTxk_ckeZMemaAoYEqjCjjvEahNig5zKZLtOwYSSbcH5gJiQrStfLtO8r9MJKnB7YWdBS8gfp7QPFt9Gziy9qa2QDCvzItXGwYjddbgwc0noEC2A3ibglJiLWC-hPILKHmgaet1StkHIneEOi8o1KC-h3buSTJH3zPFyzcePw0ZWsqNaKxD-7nrRE-pohj4oPF6pjnz_ngAEn90njQ_J822ofjDAiZjVOyPbieKQXkOId1e3SuezIag9pcuSzaZytmeqP9pnrDztw71R1c6xaDjhfVP8p0NbD0CCS951ViwphmapABukvKc=>.
Items shipped
LONGCHAMP LE PLIAGE TOTE - NAVY · Qty 1
Order number
#3274
Shipping to
Hayley Royle
Shrewsbury, United Kingdom
Questions about your delivery? Reply to this email and we'll help right away.
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Facebook<https://marlow-london.com/_t/c/v3/AADxnixLcmYFP7RtRtFaBKBBgpRj2iSzYH62b8eGIjXfGYbWqVJdxi9iTmBM_mHxcYAdSBiVG8wZgHM6wurMryfb7BAlrGDvMG_pfaJnoRLAdwxDuo1REW7yHw-OncKmNFKtMDG7i58WFg-pqAlLoBF-YXWBNX-OxoXzxj0ASeWTrX79BG6e4TW_mxV31_S-q8v8aWRp2cfnpXrVqkiTeUuZ3up-aOhIjtUaidZidoE--EQITZydk7ctGa2hltkdNxw5xRoWgR5u7ZFVRk0IiSdmnAWCnHBLMqErk_4ETyXo4hPjIxYtscKaWJld-BPVqUY8Ijo1c44pLwE=>
Hi Hayley,
Thank you for reaching out, and I understand your concern about the product.
To be upfront: our Longchamp bags are manufacturer-direct products made by the same production facilities that supply major retailers worldwide. We're not an authorised Longchamp retailer, and our lower pricing reflects buying directly from the manufacturer - the savings come from cutting out the middleman, not from the product quality. Everything we sell is genuine.
That said, if this isn't right for you, I'm absolutely happy to help cancel it.
Your order is still at the very earliest stage - the label has just been created and hasn't been collected by the courier yet. I'm checking right now on our end whether we can stop it. If we can, your full refund will be processed immediately to your original payment method.
I'll come straight back to you once I've confirmed.
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 the order now or once it reaches you.
Warm regards,
Anna
Customer Care Team
Marlow London