This might have been the worst customer experience I have had in a while. The e-commerce age has not arrived at what used to be a high-end brand. Their shipping and turnaround times are awful and for the UK you cannot track your item until its arrived at the mainland. So more than 11 days after order of a EUR 600+ backpack you have nothing to go by except obviously an immediate debit in your account. And customer service then tells you cannot cancel because 1) its allegedly been shipped (which cannot be proven) and no one knows when it will arrive 2) its a bespoke item, thanks to the 3 letters on the leather tab that's glued on the bag and 3) conveniently Brexit also means delays at the boarder. I would suggest TUMI have a look at some of their competitor brands in the high end market to see what's the normal baseline in online retail and to do so urgently.
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