Case #1053 — Marlow London

To whom it may concern I wish to return my order as it is not suitable for me. Please advise as to how I may return the order. Sincerely Susan Howting

Hi Anna When I tried the swimsuit on I didn’t feel comfortable and felt that it didn’t suit me. I would prefer to return the item and have a full refund. Sincerely Susan > On 30 Jul 2026, at 09:06, support@marlow-london.com wrote: > > Hi there, > > Thanks for reaching out, and sorry to hear you'd like to return your order. > > I can see your order #2392 - the Cordelia swimset in black and coral print. Could you let me know the reason for the return? Once I have that, I can look at the best way to help - that might be a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna Thank you for the 2 options. Neither option is suitable. I would appreciate a full refund and will happily return the swim set in the condition that it was received by me. Sincerely Susan > On 31 Jul 2026, at 05:32, support@marlow-london.com wrote: > > Hi Susan, > > Thank you for letting me know, and I completely understand - sometimes items just don't feel right when you try them on, and that's okay. > > I'd love to offer you a couple of options that might work better: > > Option 1: We can put a 10% cashback back onto your original payment method (it lands within 3 to 5 business days), and you can keep the swimset with our compliments. > > Option 2: If a free replacement sounds better, just browse our full range here and tell me which one catches your eye: https://marlow-london.com/collections/all. You can keep the current item, nothing to send back. > > Which of these sounds better to you? > > Warm regards, > Anna > Customer Care Team > Marlow London

Dear Marlow? I am totally disgusted at the content of your email. When I ordered the swim set I was under the impression that your location was in London, as it clearly states Marlow London at the top of your advertisement. It is totally unacceptable to advise me to accept a loss of £19.95 for postage of the swimset back to you. I would like a label sent to me which I will print off and get a costing of the postage. I bought the garment in good faith as you said it would be possible to return within 30 days if I was unhappy with the garment. It does not suit me and therefore I want to return it. Susan Howting Sent from my iPad > On 2 Aug 2026, at 15:18, support@marlow-london.com wrote: > > Dear Susan, > > I understand you'd like to return the swimset and receive your money back. Before you go to the trouble of packaging and posting it back, I'd like to suggest a simpler solution. > > Returning it internationally would mean paying the postage yourself - that's around £19.95 to send it to our supplier overseas. Then it would take 3 to 4 weeks just for the parcel to make the journey back. Once it arrives, we'd need to check it and process the refund, which adds more time. And there's a genuine risk the parcel could get lost in transit. > > What I can do instead is refund you the full order total minus the £19.95 return shipping cost, and you simply keep the swimset. Your money goes back to your original payment method straightaway, there's no weeks-long wait, and no risk of the parcel going missing. It's done and settled today. > > Just confirm that works for you and I'll process it immediately. > > If you'd still prefer to return it for the full amount, just say the word. > > Warm regards, > Marlow

Hi Anna At the bottom of your page it clearly says, not quite the right fit? Return your order within 30 days for complete peace of mind. This is what I was hoping for. I have never worn a swimset and really hoped that it would suit me, unfortunately it doesn’t and I would appreciate a full refund. Susan Howting Sent from my iPad > On 3 Aug 2026, at 13:58, support@marlow-london.com wrote: > > Hi Susan, > > I am sorry - that reply did not land the way I intended, and I understand why you are frustrated. > > To be clear: we do not provide printed labels or ask you to arrange postage yourself, as we don't run a standard returns process here. What I can do instead is put 20 percent cashback onto your original payment method, and you simply keep the swimset, nothing to send back and nothing for you to arrange. > > Would that work for you? > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna I am again repeating the information you have clearly written at the bottom of your page, which states Not quite the right fit? Return your order within 30 days for complete peace of mind. I wish to return the order and be given a full refund. Susan Howting Sent from my iPad > On 3 Aug 2026, at 16:26, Susan Howting <howting@icloud.com> wrote: > > Hi Anna > > At the bottom of your page it clearly says, not quite the right fit? Return your order within 30 days for complete peace of mind. This is what I was hoping for. I have never worn a swimset and really hoped that it would suit me, unfortunately it doesn’t and I would appreciate a full refund. > > Susan Howting > > > Sent from my iPad > >> On 3 Aug 2026, at 13:58, support@marlow-london.com wrote: >> >> Hi Susan, >> >> I am sorry - that reply did not land the way I intended, and I understand why you are frustrated. >> >> To be clear: we do not provide printed labels or ask you to arrange postage yourself, as we don't run a standard returns process here. What I can do instead is put 20 percent cashback onto your original payment method, and you simply keep the swimset, nothing to send back and nothing for you to arrange. >> >> Would that work for you? >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Anna. I have just received a refund of £39.95 for which I am very grateful. I would be more than happy to return the swim set as you have been very generous. Sincerely Susan Howting Sent from my iPad > On 3 Aug 2026, at 13:58, support@marlow-london.com wrote: > > Hi Susan, > > I am sorry - that reply did not land the way I intended, and I understand why you are frustrated. > > To be clear: we do not provide printed labels or ask you to arrange postage yourself, as we don't run a standard returns process here. What I can do instead is put 20 percent cashback onto your original payment method, and you simply keep the swimset, nothing to send back and nothing for you to arrange. > > Would that work for you? > > Warm regards, > Anna > Customer Care Team > Marlow London