Case #1195 — Marlow London
ladyorr86@gmail.com · order 2114 · state imported · label none yet · rung 0
Facts
order #2114
open
not set
2026-08-03 07:31:51
—
2026-08-14 19:30:08
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Latest draft
from decision #2915 · action=reply · 2026-08-03 15:06:55 · dry-run
Hi Fiona,
Perfect, thank you for confirming. I've arranged your 3XL replacement and it's being sent to the same address as your order - you do not need to do anything further, and please do keep the original set with our compliments.
This time, we'll make sure it's the right fit for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer confirmed 3XL size exchange acceptance. Attaching replacement_order action to process the free replacement.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| replacement_order | executed | Place a FREE replacement order (100% discount, free shipping — customer pays nothing) for: HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POC | 2026-08-03 15:06:56 |
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Full thread
Good morning,
I need to return my order as after trying on the top half of the set they don’t fit, this is a shame as the print is beautiful.
Thanks
Fiona
Sent from my iPhone
Hi Fiona,
Thank you for reaching out, and I'm so glad the print caught your eye! I completely understand wanting to return it since the top didn't fit quite right.
Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
Just let me know which size you'd like, and I'll get it on its way straight away.
If you'd prefer a different option, just let me know and I'll be happy to help sort something out.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
That is very kind.
I think the 3xl might work but the 2xl was very snug (the 4xl is out of stock). I am worried that if I get the 3xl it may not fit either!
Thanks
Fiona
Sent from my iPhone
> On 3 Aug 2026, at 09:03, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> Thank you for reaching out, and I'm so glad the print caught your eye! I completely understand wanting to return it since the top didn't fit quite right.
>
> Rather than going to the trouble of posting it back to us, I'd much rather send you a free replacement in a different size. You'd keep the set you already have with our compliments, and there's nothing to send back. That way you'll get the perfect fit.
>
> Just let me know which size you'd like, and I'll get it on its way straight away.
>
> If you'd prefer a different option, just let me know and I'll be happy to help sort something out.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
That's completely understandable - snug at 2XL doesn't necessarily mean 3XL will be right either, and I don't want you stuck with another one that doesn't fit.
Here's what I'll do instead: I've set up a personal code for you, SUPCASEQXJ7, that takes the full cost off a fresh order, so there's no cost to you at all. You can use it here to pick whichever size you think will actually work, including the 3XL: https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy
It's just for you and works once. If it still isn't right when it arrives, let me know and we'll sort it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
It won’t let me checkout as the cart price is too low.
I was just going to risk the same print in a 3XL and email again if it doesn’t fit still.
Thanks
Fiona
Sent from my iPhone
> On 3 Aug 2026, at 14:30, support@marlow-london.com wrote:
>
> SUPCASEQXJ7
Hi Fiona,
Sorry about that - the code should not have blocked you at checkout like that.
Rather than fighting with checkout again, let me just send the 3XL straight to you instead - completely free, nothing to pay, and you keep the one you already have. Just confirm 3XL and I'll get it moving today.
Warm regards,
Anna
Customer Care Team
Marlow London
Thankyou.
Yes want try the 3xl as that’s the biggest available.
Many thanks
Fiona
Sent from my iPhone
> On 3 Aug 2026, at 15:39, support@marlow-london.com wrote:
>
> Hi Fiona,
>
> Sorry about that - the code should not have blocked you at checkout like that.
>
> Rather than fighting with checkout again, let me just send the 3XL straight to you instead - completely free, nothing to pay, and you keep the one you already have. Just confirm 3XL and I'll get it moving today.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Fiona,
Perfect, thank you for confirming. I've arranged your 3XL replacement and it's being sent to the same address as your order - you do not need to do anything further, and please do keep the original set with our compliments.
This time, we'll make sure it's the right fit for you.
Warm regards,
Anna
Customer Care Team
Marlow London