Case #114 — Marlow London
lauraoshea@mac.com · order 1305 · state imported · label none yet · rung 0
Facts
Return request Order #1305
open
not set
2026-06-27 10:13:21
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #235 · action=reply · 2026-06-29 09:34:48 · dry-run
Hi there,
Thank you for confirming, and I'm sorry again that the experience wasn't what you'd hoped for.
Could you let me know which specific item from order #1305 you'd like to return? Once I have that confirmed, I'll get the return instructions over to you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: We have the order number and reason but still need the specific item name before escalating to the human to issue return instructions.
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Hi
I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
Please assist. Thank you.
Sent from my iPhone
Hi there,
Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
In the meantime, I'd love to offer you a few options so you can pick what suits you best:
1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
3. Return for a full refund — of course, this is always an option. Returns go to our supplier in Asia, and the return shipping cost is £19.95 (covered by the customer, as it's the international carrier's charge rather than a Marlow fee). Once received, refunds are processed to your original payment method within 3–5 business days. Our return window is 30 days from the date of delivery.
Just let me know which option feels right for you, along with your order number, and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jun 27, 2026 at 12:12, Laura O'Shea <lauraoshea@mac.com> wrote:
Hi
I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
Please assist. Thank you.
Sent from my iPhone
Thank you.
Order number #1305 and I would like to return for full refund.
Kindly send me instructions.
Sent from my iPhone
> On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
>
>
> Hi there,
>
> Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
>
> Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
>
> In the meantime, I'd love to offer you a few options so you can pick what suits you best:
>
> 1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
>
> 2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
>
> 3. Return for a full refund — of course, this is always an option. Returns go to our supplier in Asia, and the return shipping cost is £19.95 (covered by the customer, as it's the international carrier's charge rather than a Marlow fee). Once received, refunds are processed to your original payment method within 3–5 business days. Our return window is 30 days from the date of delivery.
>
> Just let me know which option feels right for you, along with your order number, and I'll take it from there.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Sat, Jun 27, 2026 at 12:12, Laura O'Shea <lauraoshea@mac.com> wrote:
> Hi
>
> I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
>
> Please assist. Thank you.
> Sent from my iPhone
Hi Laura,
Thank you so much for confirming we're happy to get this sorted for you.
For your return on order #1305, here's what to do:
*
Package up the item securely in its original packaging if possible.
*
Ship it back to our returns address at our supplier (arrival can take ~15 days)
*
Return shipping cost: £19.95, payable by you directly to the carrier.
*
Once we receive your return, your full refund will be processed to your original payment method within 3–5 business days.
Alternatively, if you prefer not to return the item, we can offer you two other options:
*
Choose another item from our store of the same value, and we'll send it to you instead.
*
Keep your current item and receive a 25% partial refund to your original payment method.
Please note that our return window is 30 days from delivery, so if you decide to return the item, please send it back within this period.
If you have any questions or would like to choose one of the alternative options, please don't hesitate to get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 29, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:Thank you.
Order number #1305 and I would like to return for full refund.
Kindly send me instructions.
Sent from my iPhone
On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
Hi there,
Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
In the meantime, I'd love to offer you a few options so you can pick what suits you best:
1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
3. Return for a full refund — of course, this is always an option. Returns go to our supplier in Asia, and the return shipping cost is £19.95 (covered by the customer, as it's the international carrier's charge rather than a Marlow fee). Once received, refunds are processed to your original payment method within 3–5 business days. Our return window is 30 days from the date of delivery.
Just let me know which option feels right for you, along with your order number, and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jun 27, 2026 at 12:12, Laura O'Shea <lauraoshea@mac.com> wrote:
Hi
I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
Please assist. Thank you.
Sent from my iPhone
Ok. I choose
Keep your current item and receive a 25% partial refund to your original payment method.
Please confirm when able. Thanks
Sent from my iPhone
> On Jun 29, 2026, at 6:03 PM, support@marlow-london.com wrote:
>
>
> Hi Laura,
> Thank you so much for confirming we're happy to get this sorted for you.
>
> For your return on order #1305, here's what to do:
>
> Package up the item securely in its original packaging if possible.
>
> Ship it back to our returns address at our supplier (arrival can take ~15 days)
>
> Return shipping cost: £19.95, payable by you directly to the carrier.
>
> Once we receive your return, your full refund will be processed to your original payment method within 3–5 business days.
>
> Alternatively, if you prefer not to return the item, we can offer you two other options:
>
> Choose another item from our store of the same value, and we'll send it to you instead.
>
> Keep your current item and receive a 25% partial refund to your original payment method.
>
> Please note that our return window is 30 days from delivery, so if you decide to return the item, please send it back within this period.
>
> If you have any questions or would like to choose one of the alternative options, please don't hesitate to get in touch.
>
> Warm regards,
>
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
> On Mon, Jun 29, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
> Thank you.
>
> Order number #1305 and I would like to return for full refund.
>
> Kindly send me instructions.
> Sent from my iPhone
>
>> On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
>>
>>
>> Hi there,
>>
>> Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
>>
>> Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
>>
>> In the meantime, I'd love to offer you a few options so you can pick what suits you best:
>>
>> 1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
>>
>> 2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
>>
>> 3. Return for a full refund — of course, this is always an option. Returns go to our supplier in Asia, and the return shipping cost is £19.95 (covered by the customer, as it's the international carrier's charge rather than a Marlow fee). Once received, refunds are processed to your original payment method within 3–5 business days. Our return window is 30 days from the date of delivery.
>>
>> Just let me know which option feels right for you, along with your order number, and I'll take it from there.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
>>
>>
>>
>> On Sat, Jun 27, 2026 at 12:12, Laura O'Shea <lauraoshea@mac.com> wrote:
>> Hi
>>
>> I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
>>
>> Please assi
Dear Laura,
Thank you for your reply.
We'd be happy to arrange the 25% partial refund for you.
Before we process it, could you please confirm your order number so we can apply the refund to the correct order?
As soon as we receive your confirmation, we'll process the refund and send you an update.
Kind regards,
Marlow London Support
On Tue, Jun 30, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote: Ok. I choose
*
Keep your current item and receive a 25% partial refund to your original payment method.
Please confirm when able. Thanks
Sent from my iPhone
On Jun 29, 2026, at 6:03 PM, support@marlow-london.com wrote:
Hi Laura,
Thank you so much for confirming we're happy to get this sorted for you.
For your return on order #1305, here's what to do:
*
Package up the item securely in its original packaging if possible.
*
Ship it back to our returns address at our supplier (arrival can take ~15 days)
*
Return shipping cost: £19.95, payable by you directly to the carrier.
*
Once we receive your return, your full refund will be processed to your original payment method within 3–5 business days.
Alternatively, if you prefer not to return the item, we can offer you two other options:
*
Choose another item from our store of the same value, and we'll send it to you instead.
*
Keep your current item and receive a 25% partial refund to your original payment method.
Please note that our return window is 30 days from delivery, so if you decide to return the item, please send it back within this period.
If you have any questions or would like to choose one of the alternative options, please don't hesitate to get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 29, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
Thank you.
Order number #1305 and I would like to return for full refund.
Kindly send me instructions.
Sent from my iPhone
On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
Hi there,
Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
In the meantime, I'd love to offer you a few options so you can pick what suits you best:
1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
3. Return for a full refund — of course, this is always an option. Returns go to our supplier in Asia, and the return shipping cost is £19.95 (covered by the customer, as it's the international carrier's charge rather than a Marlow fee). Once received, refunds are processed to your original payment method within 3–5 business days. Our return window is 30 days from the date of delivery.
Just let me know which option feels right for you, along with your order number, and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jun 27, 2026 at 12:12, Laura O'Shea <lauraoshea@mac.com> wrote:
Hi
I would like to return and be refunded for this product. Very cute but didn’t fit. And it took too long to come that I had to find an alternative.
Please assist
Yes. Order #1305. Thank you
Sent from my iPhone
> On Jun 30, 2026, at 3:39 PM, support@marlow-london.com wrote:
>
>
> Dear Laura,
>
>
>
> Thank you for your reply.
>
>
>
> We'd be happy to arrange the 25% partial refund for you.
>
>
>
> Before we process it, could you please confirm your order number so we can apply the refund to the correct order?
>
>
>
> As soon as we receive your confirmation, we'll process the refund and send you an update.
>
>
>
> Kind regards,
>
>
>
> Marlow London Support
>
>
>
>
>> On Tue, Jun 30, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
>> Ok. I choose
>>
>>
>> Keep your current item and receive a 25% partial refund to your original payment method.
>>
>> Please confirm when able. Thanks
>> Sent from my iPhone
>>
>> On Jun 29, 2026, at 6:03 PM, support@marlow-london.com wrote:
>>
>>
>> Hi Laura,
>> Thank you so much for confirming we're happy to get this sorted for you.
>>
>> For your return on order #1305, here's what to do:
>>
>> Package up the item securely in its original packaging if possible.
>>
>> Ship it back to our returns address at our supplier (arrival can take ~15 days)
>>
>> Return shipping cost: £19.95, payable by you directly to the carrier.
>>
>> Once we receive your return, your full refund will be processed to your original payment method within 3–5 business days.
>>
>> Alternatively, if you prefer not to return the item, we can offer you two other options:
>>
>> Choose another item from our store of the same value, and we'll send it to you instead.
>>
>> Keep your current item and receive a 25% partial refund to your original payment method.
>>
>> Please note that our return window is 30 days from delivery, so if you decide to return the item, please send it back within this period.
>>
>> If you have any questions or would like to choose one of the alternative options, please don't hesitate to get in touch.
>>
>> Warm regards,
>>
>> Anna
>> Customer Care Team
>> Marlow London
>>
>>
>>
>>
>> On Mon, Jun 29, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
>> Thank you.
>>
>> Order number #1305 and I would like to return for full refund.
>>
>> Kindly send me instructions.
>> Sent from my iPhone
>>
>>> On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
>>>
>>>
>>> Hi there,
>>>
>>> Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
>>>
>>> Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
>>>
>>> In the meantime, I'd love to offer you a few options so you can pick what suits you best:
>>>
>>> 1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
>>>
>>> 2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current ite
Dear Laura,
Thank you for your confirmation.
We're happy to let you know that everything has now been arranged. Your 25% partial cashback has been successfully processed and refunded to your original payment method.
Please allow 7–10 business days for the funds to appear in your account, depending on your bank or payment provider.
Thank you for your patience and understanding. If you have any further questions, please don't hesitate to get in touch.
Kind regards,
Marlow London Support
On Tue, Jun 30, 2026 at 18:12, Laura O'Shea <lauraoshea@mac.com> wrote: Yes. Order #1305. Thank you
Sent from my iPhone
On Jun 30, 2026, at 3:39 PM, support@marlow-london.com wrote:
Dear Laura,
Thank you for your reply.
We'd be happy to arrange the 25% partial refund for you.
Before we process it, could you please confirm your order number so we can apply the refund to the correct order?
As soon as we receive your confirmation, we'll process the refund and send you an update.
Kind regards,
Marlow London Support
On Tue, Jun 30, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
Ok. I choose
*
Keep your current item and receive a 25% partial refund to your original payment method.
Please confirm when able. Thanks
Sent from my iPhone
On Jun 29, 2026, at 6:03 PM, support@marlow-london.com wrote:
Hi Laura,
Thank you so much for confirming we're happy to get this sorted for you.
For your return on order #1305, here's what to do:
*
Package up the item securely in its original packaging if possible.
*
Ship it back to our returns address at our supplier (arrival can take ~15 days)
*
Return shipping cost: £19.95, payable by you directly to the carrier.
*
Once we receive your return, your full refund will be processed to your original payment method within 3–5 business days.
Alternatively, if you prefer not to return the item, we can offer you two other options:
*
Choose another item from our store of the same value, and we'll send it to you instead.
*
Keep your current item and receive a 25% partial refund to your original payment method.
Please note that our return window is 30 days from delivery, so if you decide to return the item, please send it back within this period.
If you have any questions or would like to choose one of the alternative options, please don't hesitate to get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 29, 2026 at 11:33, Laura O'Shea <lauraoshea@mac.com> wrote:
Thank you.
Order number #1305 and I would like to return for full refund.
Kindly send me instructions.
Sent from my iPhone
On Jun 28, 2026, at 10:54 PM, support@marlow-london.com wrote:
Hi there,
Thank you so much for reaching out, and I'm really sorry to hear the fit wasn't right and that the wait felt longer than you'd hoped — I completely understand the frustration, especially when you've had to find an alternative in the meantime.
Before we sort the next steps, could you share your order number and let me know which item you're referring to? That way I can make sure we look after you properly.
In the meantime, I'd love to offer you a few options so you can pick what suits you best:
1. Keep the item with a cashback refund — we can offer you 10% back to your original payment method, and you keep the piece (no need to post anything back). Many customers love this option as a little something to pass it on to a friend or family member.
2. Size exchange — if you'd like, we can send you the correct size for a small contribution of £12.50, and you keep the current item too. Just let me know your usual size and I can guide you from there.
3. Return for a full refund — of course, this is always an option. Retur