Case #1112 — Marlow London
katetasker2409@gmail.com · order 2049 · state imported · label none yet · rung 0
Facts
Refund for Order number 2049
open
not set
2026-07-31 09:21:15
—
2026-08-14 19:30:08
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Latest draft
from decision #2392 · action=reply · 2026-07-31 09:22:24 · dry-run
Hi Kate,
Thank you for reaching out, and I am sorry to hear the item didn't arrive in time for your holiday - I completely understand the disappointment.
I have found your order #2049, and I would love to help put this right for you. Rather than the hassle of arranging a return, I have two options that might work much better:
Option 1: A 10% cashback back to your original payment method, and you can keep the item with our compliments - no need to send anything back, and the cashback lands within 3 to 5 business days.
Option 2: A completely free replacement of the same item sent straight to you.
Just let me know which sounds better to you and I will get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer requested return due to late delivery for holiday. Offering return-avoidance alternatives (10% cashback + keep item, or free replacement) per policy before processing any return.
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Full thread
Hello.
Can i please arrange a return for the item on order number #2049.
As there was a delay in the delivery of this order it didn't arrive in time
for me to take away on holiday with me, and is no longer needed.
Can you please provide the information so I can get this returned ASAP.
Regards
Kate
Hi Kate,
Thank you for reaching out, and I am sorry to hear the item didn't arrive in time for your holiday - I completely understand the disappointment.
I have found your order #2049, and I would love to help put this right for you. Rather than the hassle of arranging a return, I have two options that might work much better:
Option 1: A 10% cashback back to your original payment method, and you can keep the item with our compliments - no need to send anything back, and the cashback lands within 3 to 5 business days.
Option 2: A completely free replacement of the same item sent straight to you.
Just let me know which sounds better to you and I will get it sorted straight away.
Warm regards,
Anna
Customer Care Team
Marlow London