Case #139 — Marlow London

Dear Susan, Thank you for letting me know. I am so sorry to hear the Karenza swimsuit has not been comfortable for you. We would love to find the best solution for you, and I wanted to share a couple of options. If the issue is with the size, we can send you a replacement in a different size and you keep the current swimsuit. We ask for a small contribution of £9.95 toward the new item, and the process is otherwise hassle-free. Alternatively, if you would like to keep the swimsuit and receive some money back as a goodwill gesture, we can offer a 10% cashback to your original payment method. If you would prefer to return the item, you are also welcome to do so within 30 days of delivery. Please note that returns are sent to our supplier and the return shipping cost of £19.95 would be at your expense. Could you let me know which option suits you best, and could you share your order number so we can get things moving? Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 29, 2026 at 07:13, S HEWETT <s_hewett@btconnect.com> wrote: Thank you for your reply . The swimsuit does not fit well and I find it uncomfortable. Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 00:27:56 To: S HEWETT <s_hewett@btconnect.com> Subject: Dear Susan, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know the reason you would like to return the Karenza swimsuit? If there is a specific issue with the item, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. We look forward to hearing from you. Kind regards, Marlow London Support

Dear Susan, Thank you for your reply. We completely understand your concerns regarding the return costs, and we appreciate you sharing your feedback with us. We are sorry that this has caused disappointment, and we will make sure your comments are passed on to our team for review. As requested, we will now proceed with your return. Please return the item to the following address: Recipient: Celia + win-winfulfillment Phone: 17758231352 Address Line 1: No. 160 Niijayan Road Address Line 2: Jiangbei District City: Ningbo Province: Zhejiang Postal Code: 315000 Country: China Please note that, in accordance with our return policy, the return shipping costs and any applicable customs charges are the customer's responsibility. Once the returned item has arrived at our warehouse and has been inspected to confirm it is in good condition, we will process your refund to your original payment method. Refunds are typically completed within 3–5 business days after the return has been received and approved. If possible, please send us the return tracking number once your parcel has been shipped so that we can monitor its progress and assist you if needed. Thank you for your cooperation, and we apologise again for the inconvenience. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 10:30, S HEWETT <s_hewett@btconnect.com> wrote: I will continue with the return despite the fact that I think the shipping costs are appallingly high. Your advertising describes a return policy and I believe should explain the costs that will be incurred should an item need to be returned . Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 17:57:24 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[2]: Dear Susan, Thank you for letting me know. I am so sorry to hear the Karenza swimsuit has not been comfortable for you. We would love to find the best solution for you, and I wanted to share a couple of options. If the issue is with the size, we can send you a replacement in a different size and you keep the current swimsuit. We ask for a small contribution of £9.95 toward the new item, and the process is otherwise hassle-free. Alternatively, if you would like to keep the swimsuit and receive some money back as a goodwill gesture, we can offer a 10% cashback to your original payment method. If you would prefer to return the item, you are also welcome to do so within 30 days of delivery. Please note that returns are sent to our supplier and the return shipping cost of £19.95 would be at your expense. Could you let me know which option suits you best, and could you share your order number so we can get things moving? Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 29, 2026 at 07:13, S HEWETT <s_hewett@btconnect.com> wrote: Thank you for your reply . The swimsuit does not fit well and I find it uncomfortable. Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 00:27:56 To: S HEWETT <s_hewett@btconnect.com> Subject: Dear Susan, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know the reason you would like to return the Karenza swimsuit? If there is a specific issue with the item, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. We look forward to hearing from you. Kind regards, Marlow London Support

Dear Susan, Thank you for your patience while we reviewed your case once more. After discussing your situation internally, we'd like to offer an alternative solution that we hope will be more convenient for both of us and allow us to resolve this matter quickly. Instead of going through the return process, we'd like to offer you a 40% cashback to your original payment method, and you would be welcome to keep the swimsuit. This means you wouldn't have to pay the return shipping costs or wait for the parcel to arrive back at our supplier before receiving a refund. It also allows us to resolve everything much more quickly and without any further inconvenience on either side. If you're happy with this solution, simply reply to this email confirming that you'd like to accept the 40% cashback, and we'll arrange it for you straight away. We genuinely hope this provides a fair and hassle-free resolution, and we sincerely apologise again for the disappointment you've experienced. We look forward to hearing from you. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 10:30, S HEWETT <s_hewett@btconnect.com> wrote: I will continue with the return despite the fact that I think the shipping costs are appallingly high. Your advertising describes a return policy and I believe should explain the costs that will be incurred should an item need to be returned . Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 17:57:24 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[2]: Dear Susan, Thank you for letting me know. I am so sorry to hear the Karenza swimsuit has not been comfortable for you. We would love to find the best solution for you, and I wanted to share a couple of options. If the issue is with the size, we can send you a replacement in a different size and you keep the current swimsuit. We ask for a small contribution of £9.95 toward the new item, and the process is otherwise hassle-free. Alternatively, if you would like to keep the swimsuit and receive some money back as a goodwill gesture, we can offer a 10% cashback to your original payment method. If you would prefer to return the item, you are also welcome to do so within 30 days of delivery. Please note that returns are sent to our supplier and the return shipping cost of £19.95 would be at your expense. Could you let me know which option suits you best, and could you share your order number so we can get things moving? Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 29, 2026 at 07:13, S HEWETT <s_hewett@btconnect.com> wrote: Thank you for your reply . The swimsuit does not fit well and I find it uncomfortable. Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 00:27:56 To: S HEWETT <s_hewett@btconnect.com> Subject: Dear Susan, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know the reason you would like to return the Karenza swimsuit? If there is a specific issue with the item, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item. We look forward to hearing from you. Kind regards, Marlow London Support

Dear Susan, Thank you for your reply, and we're pleased to hear that you'd like to accept the 40% cashback offer. Before we process the refund, could you please confirm your order number so we can make sure the cashback is applied to the correct order? As soon as we receive your confirmation, we'll arrange the cashback straight away and send you an update once it has been processed. Thank you for your cooperation, and we look forward to hearing from you. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 14:51, S HEWETT <s_hewett@btconnect.com> wrote: I confirm that I will accept the 40% Susan Hewett Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 01 July 2026 13:33:36 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[4]: Dear Susan, Thank you for your patience while we reviewed your case once more. After discussing your situation internally, we'd like to offer an alternative solution that we hope will be more convenient for both of us and allow us to resolve this matter quickly. Instead of going through the return process, we'd like to offer you a 40% cashback to your original payment method, and you would be welcome to keep the swimsuit. This means you wouldn't have to pay the return shipping costs or wait for the parcel to arrive back at our supplier before receiving a refund. It also allows us to resolve everything much more quickly and without any further inconvenience on either side. If you're happy with this solution, simply reply to this email confirming that you'd like to accept the 40% cashback, and we'll arrange it for you straight away. We genuinely hope this provides a fair and hassle-free resolution, and we sincerely apologise again for the disappointment you've experienced. We look forward to hearing from you. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 10:30, S HEWETT <s_hewett@btconnect.com> wrote: I will continue with the return despite the fact that I think the shipping costs are appallingly high. Your advertising describes a return policy and I believe should explain the costs that will be incurred should an item need to be returned . Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 17:57:24 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[2]: Dear Susan, Thank you for letting me know. I am so sorry to hear the Karenza swimsuit has not been comfortable for you. We would love to find the best solution for you, and I wanted to share a couple of options. If the issue is with the size, we can send you a replacement in a different size and you keep the current swimsuit. We ask for a small contribution of £9.95 toward the new item, and the process is otherwise hassle-free. Alternatively, if you would like to keep the swimsuit and receive some money back as a goodwill gesture, we can offer a 10% cashback to your original payment method. If you would prefer to return the item, you are also welcome to do so within 30 days of delivery. Please note that returns are sent to our supplier and the return shipping cost of £19.95 would be at your expense. Could you let me know which option suits you best, and could you share your order number so we can get things moving? Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 29, 2026 at 07:13, S HEWETT <s_hewett@btconnect.com> wrote: Thank you for your reply . The swimsuit does not fit well and I find it uncomfortable. Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@m

Dear Susan, Thank you for confirming your order number. We are now processing your 40% cashback to your original payment method. Please allow 7 to 10 business days for the funds to appear, as processing times can vary depending on your bank or payment provider. We also want to thank you for your feedback about the return policy and shipping costs. We will be passing your comments on to the team so they can look at how this is communicated to customers. Please do not hesitate to get in touch if there is anything else we can help you with. Warm regards, Anna Customer Care Team Marlow London On Thu, Jul 2, 2026 at 07:02, S HEWETT <s_hewett@btconnect.com> wrote: The order number is #1377 Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Thursday, 02 July 2026 02:36:09 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[6]: Dear Susan, Thank you for your reply, and we're pleased to hear that you'd like to accept the 40% cashback offer. Before we process the refund, could you please confirm your order number so we can make sure the cashback is applied to the correct order? As soon as we receive your confirmation, we'll arrange the cashback straight away and send you an update once it has been processed. Thank you for your cooperation, and we look forward to hearing from you. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 14:51, S HEWETT <s_hewett@btconnect.com> wrote: I confirm that I will accept the 40% Susan Hewett Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 01 July 2026 13:33:36 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[4]: Dear Susan, Thank you for your patience while we reviewed your case once more. After discussing your situation internally, we'd like to offer an alternative solution that we hope will be more convenient for both of us and allow us to resolve this matter quickly. Instead of going through the return process, we'd like to offer you a 40% cashback to your original payment method, and you would be welcome to keep the swimsuit. This means you wouldn't have to pay the return shipping costs or wait for the parcel to arrive back at our supplier before receiving a refund. It also allows us to resolve everything much more quickly and without any further inconvenience on either side. If you're happy with this solution, simply reply to this email confirming that you'd like to accept the 40% cashback, and we'll arrange it for you straight away. We genuinely hope this provides a fair and hassle-free resolution, and we sincerely apologise again for the disappointment you've experienced. We look forward to hearing from you. Kind regards, Anna Customer Care Team Marlow London On Wed, Jul 1, 2026 at 10:30, S HEWETT <s_hewett@btconnect.com> wrote: I will continue with the return despite the fact that I think the shipping costs are appallingly high. Your advertising describes a return policy and I believe should explain the costs that will be incurred should an item need to be returned . Kind regards Susan Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 29 June 2026 17:57:24 To: S HEWETT <s_hewett@btconnect.com> Subject: Re[2]: Dear Susan, Thank you for letting me know. I am so sorry to hear the Karenza swimsuit has not been comfortable for you. We would love to find the best solution for you, and I wanted to share a couple of options. If the issue is with the size, we can send you a replacement in a different size and you keep the current swimsuit