Case #1086 — Marlow London

rebeccajrobert@hotmail.com · order 2117 · state imported · label none yet · rung 0

Facts

Subject

Your order #2117 has been delivered! 🥳

Thread status

open

SLA due

not set

Opened

2026-07-30 16:52:06

Closed

—

Last updated

2026-08-14 19:30:08

Engine shadow decision

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Latest draft

from decision #2308 · action=reply · 2026-07-30 16:53:35 · dry-run

Hi Rebecca, Thank you for reaching out, and I am so sorry to hear that the order did not arrive in time for your holiday - I can see it was delivered today, and I completely understand the frustration with the timing. I absolutely want to help you find the right solution. Before we arrange a return, I would like to put a couple of options your way, because a physical return would cost you £19.95 in international shipping and take 3 to 4 weeks just to reach our supplier overseas - and there is a genuine risk the parcel could go missing in transit. So here is what I can offer instead: Option 1: A 10% cashback back onto your original payment method right now, and you can keep the tankini with our compliments. That lands within 3 to 5 business days. Option 2: If you would like something different instead, I am happy to arrange a completely free replacement sent to you - just browse our full range here and let me know which piece catches your eye: https://marlow-london.com/collections/all Which of these sounds better to you? Warm regards, Anna Customer Care Team Marlow London

Reasoning: Return request for delivered item that missed holiday deadline — offering return-avoidance alternatives (10% cashback or free replacement) per playbook policy before escalating to full refund

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Full thread

in rebeccajrobert@hotmail.com → support@marlow-london.com customer 2026-07-30 16:52:06

Hi there, I'd like to arrange a return and refund of the below item which was delivered today. Unf it didn't arrive in time for my holiday so I have not opened or tried it on and would like to return immediately. Order number: 2117 Item or items you would like to return: HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 14 (XL) · Teal and Red Floral / UK 14 (XL) · Qty 1 Reason for the return: I ordered on 17.07.2026 and did not arrive in time for holiday. Thanks, Rebecca UK mobile: +44 7860 475098 ________________________________ From: Marlow-London <support@marlow-london.com> Sent: 30 July 2026 16:24 To: Rebecca Robert <rebeccajrobert@hotmail.com> Subject: Your order #2117 has been delivered! 🥳 We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ [logo black] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_0> [logo black] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_1> [hero image] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_2> Dear Rebecca, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team [https://d3k81ch9hvuctc.cloudfront.net/company/WdpZY8/images/605d353c-1dc1-47cc-8630-3a77c3cdae3d.png] Shop with 25% discount <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_3> You may also like: [Image of LONGCHAMP LE PLIAGE TOTE - BLACK] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_4> LONGCHAMP LE PLIAGE TOTE - BLACK € 54,95 € 100,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_5> [Image of LONGCHAMP LE PLIAGE TOTE - NAVY] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_6> LONGCHAMP LE PLIAGE TOTE - NAVY € 54,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_7> [Image of Edith | Everyday Comfort Sleeve Tee] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_8> Edith | Everyday Comfort Sleeve Tee € 29,95 € 75,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_9> [Image of KERENZA | ELEGANT COMFORT-FIT SWIMSUIT] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_10> KERENZA | ELEGANT COMFORT-FIT SWIMSUIT € 39,95 € 135,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_11> [Image of Mini Leather Longchamp Bag] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_12> Mini Leather Longchamp Bag € 54,95 € 150,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_13> [Image of Evelyn | Everyday Comfort Mesh Sandals] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_14> Evelyn | Everyday Comfort Mesh Sandals € 39,95 € 105,00 Shop now <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_15> [USP] <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_16> Homepage <https://ctrk.klclick1.com/l/01KYST0PHBNMD85NE4QY3WKDFF_17> Track your or

out support@marlow-london.com → rebeccajrobert@hotmail.com tool 2026-07-31 04:47:56