Good Afternoon, We purchased the below but the zip has become faulty. please see image attached. Could you please confirm the return / replacement process please? Thanks Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: Monday, August 3, 2026 2:17 pm To: philanstee@live.com <philanstee@live.com> Subject: A shipment from order #3646 is on the way [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AAAcWWUbz1iK4nob9vkvwsHc0wa7UNu8iErKFVmz1ISFl6fJDBpyV39XYGk4CtDcLShP1kWmnfiY472EMciSqrY386Fp5uiIjdMC17sgaASuLUgp2vifTwpQATUZi1KbFlFOvaF9mjm5KBiikLpdMEzU0DD5zxL96E9DmNGeO2SKwe14HbB2pK-LIgp4rLnUu7jCE27ahA9WdxfUi3cB8GoVmMkjMhyaQGI15qZmoFgd_E5W4yTTcJXscGKJfhjoFGnSSmpfgOleRKsQYH4hmLLpUsWn0yskXpgsVEr40vSQvCHKjHlf0bkwjpc0wexIEkcEbKOwbnHcNwCztXnuo3gStg==> Shipped On its way, Philip Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number UL389344232YP Carrier: Other Track now<https://marlow-london.com/_t/c/v3/AACKFptQx9w-cgrh-rVPLaVKlrU3f5yTMTJkb0SLui8S3DnPD0CZanldkgGb3FHtJaeAmhb6EQlFyFSYn4X1rAso15KY0FvG9_2TMJaanGhfeHVLpB-moNWIHRj9JJIhMKHpUJMVKJtieVA5hEG3F5CFmrYDABRoecEQ3ujbsMh0EFBWN-z9tXYDXsxwoW47Ms61DfIuWJU2w1dF2VtgEMT7lble6ar9c4AY2mgP-wO08-NqvGKMoOC9JOTELGWKiu_jJb98ITJjqiJIR4tOKgZuY9t_XQk7m_deabvNom3BzBll9rLYJIwtFyOy0wm1EN3fLXI1HZnAvGirE4iZSDAfyGWv0ZqKS5ZKoMttTKJ-QsgzeQ==> 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/AAC1BPHoDVtl4GFauGk5v5VfkJXro1XggpBVqwFQo_yIFLJkAkhtfk2BWFnjtqvdMM9ZUeBhjsqcW_W9fxFSmX8SEZP_vltiOnRC9c2aTpvVvqpdNbApLKaQQIt4AU7vT1xL4X5rc9mJKD8jEOoO8dkE3vs-R-qxz09vDrWwsQgrCU8XVBL-i_OPB5JVEfy1n0GKPo-UttScYS__-z3UoHZDX9Sn8xDK0BZLasJuzoMTuuqnQUX55MOzAiB63wir9Rx6pYtMdhPkG8mNZLOh1lWd681LdBA5nNbPgtNxDb1GIR9SSAXIl251OnnTxQn-fJavtlWJivy8CypAvpHu1NHpaqo=>. Items shipped LONGCHAMP LE PLIAGE TOTE - BLACK - Black · Black · Qty 1 Order number #3646 Shipping to Philip Anstee Willsbridge, 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/AAAhAMMVZ5K6PrKm4paUG9uhFJ55qJnOAx5jMDSZESnftGo67gT7cNKGEW269P3SHkQmWesXU7E6Dl7EhKtKj70kbQe8Urvi_QeAe1xS0qmderB3V0sw0hlZKeETRDI96LrKh1mtW8e5_V3ey7ALDaXjst52KwA-Svaob_ARtfPwQMoLBeLjf_kUlEydp6rH80SC94nTzU1KJygv-0xi6Nz_Gjb8j869_ZjUMUxnGIMu72bVXxPlti7oeMIlsRbBjCROE3BmfQGfwSAlp5JJSvr8Rr7yM8MTD5fVVoNfCk_knDskHG-gzH3hNsnJmSxELh5RQe7pDPoPn_4=> [INTERNAL — 1 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/PAXP191MB18390E4148C0FB667DEB1E77B69B2_PAXP191MB1839.EURP191.PROD.OUTLOOK.COM/0-processed-C0105C6A-F9D9-40AB-98FC-C2CC72973B28.jpg — NEVER reveal these file paths or mention reading a file to the customer.]

Hi Philip, Thank you for your patience and for sending us the photo of the faulty zip. We sincerely apologise for the inconvenience and disappointment this has caused. After reviewing order #3646, we can confirm that it was delivered on 14 August. Unfortunately, it is now outside our 30-day return policy, so we’re unable to offer a refund or replacement for this order. However, as a goodwill gesture, we would still like to offer you 20% store credit for your next purchase with Marlow London as an apology for the inconvenience you experienced. We understand this may not be the outcome you were hoping for, and we’re sorry we cannot offer a different resolution under our current policy. We appreciate your understanding. Warm regards, Anna Customer Care Team Marlow London