Case #924 — Marlow London
rebekahbate@outlook.com · order — · state imported · label none yet · rung 0
Facts
Enquiry Regarding Longchamp Le Pliage Tote Authenticity
open
not set
2026-07-27 09:47:03
—
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 #1797 · action=reply · 2026-07-27 09:49:04 · dry-run
Hi Rebekah,
Thank you for your message. I really appreciate that you want to purchase with confidence.
Let me be straightforward with you about what we sell.
We offer manufacturer-direct bags in similar styles to luxury brands. They are made by the same kind of manufacturer that produces for well-known retailers worldwide, which is exactly why our prices are so much lower. The saving comes entirely from our supply chain - buying direct and cutting out the middlemen - not from the quality or materials.
To answer your questions plainly: these are not branded Longchamp bags. They are our own house-line bags in a Le Pliage style, and we are not an authorised Longchamp retailer. What you get is a genuinely well-made piece at a price that makes sense because of how we source it.
Your bag will arrive in our own packaging with our own care tag, not original Longchamp packaging or authenticity documentation, because these are our own pieces. I wanted to be clear on that upfront.
On returns: we offer a 30-day return window from delivery, and return postage is at the customer's cost (£19.95). However, if you receive your bag and have any concerns about quality or materials, please do get in touch. We would work with you on putting it right, whether that is an exchange or a refund.
If you have any other questions, I am here to help. You can browse our full collection here: https://marlow-london.com/collections/all
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Pre-sale designer-brand authenticity question answered honestly per playbook DESIGNER-BRAND guidance: explained manufacturer-direct business model, clarified we are not an authorised retailer, specified packaging and documentation, restated standard 30-day return policy with correct customer return-shipping cost.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Dear Marlow London,
I hope you are well.
I am interested in purchasing a Longchamp Le Pliage Tote from your website. Before placing my order, I would be grateful if you could clarify a few points regarding the bags you sell.
Could you please confirm:
1. Are all of the Longchamp bags you sell 100% genuine and authentic?
2. Are you an authorised Longchamp retailer, or if not, how do you source your Longchamp stock?
3. Will the bag arrive with the original Longchamp packaging, labels and any authenticity documentation that would normally accompany a genuine Longchamp product?
4. If I receive the bag and have any concerns regarding its authenticity, would I be entitled to a full refund, including return postage?
I appreciate your time and look forward to your response, as I would like to purchase with confidence.
Kind regards,
Rebekah Bate
Hi Rebekah,
Thank you for your message. I really appreciate that you want to purchase with confidence.
Let me be straightforward with you about what we sell.
We offer manufacturer-direct bags in similar styles to luxury brands. They are made by the same kind of manufacturer that produces for well-known retailers worldwide, which is exactly why our prices are so much lower. The saving comes entirely from our supply chain - buying direct and cutting out the middlemen - not from the quality or materials.
To answer your questions plainly: these are not branded Longchamp bags. They are our own house-line bags in a Le Pliage style, and we are not an authorised Longchamp retailer. What you get is a genuinely well-made piece at a price that makes sense because of how we source it.
Your bag will arrive in our own packaging with our own care tag, not original Longchamp packaging or authenticity documentation, because these are our own pieces. I wanted to be clear on that upfront.
On returns: we offer a 30-day return window from delivery, and return postage is at the customer's cost (£19.95). However, if you receive your bag and have any concerns about quality or materials, please do get in touch. We would work with you on putting it right, whether that is an exchange or a refund.
If you have any other questions, I am here to help. You can browse our full collection here: https://marlow-london.com/collections/all
Warm regards,
Anna
Customer Care Team
Marlow London