Case #194 — Marlow London
lucybmroper@gmail.com · order 1570 · state imported · label none yet · rung 0
Facts
Subject: Important Update Regarding Your Order #1570
open
not set
2026-06-30 20:46:05
—
2026-08-14 19:30:08
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from decision #333 · action=reply · 2026-07-01 12:36:37 · dry-run
Dear Lucy,
Thank you for asking before you order, that is exactly the right thing to do!
To be straightforward with you: our standard returns are not free of charge. However, I am pleased to share an option that many of our customers find far more convenient. If you order the UK 18 and find it is not quite the right fit, we can arrange for a different size to be sent out to you while you keep the original piece, for a small contribution of just £9.95. This tends to be a much simpler route than returning anything.
So if you are happy to proceed on that basis, please do go ahead and place your order, and if the fit is not perfect we will be right here to help you sort an exchange quickly.
Do not hesitate to get in touch if anything else comes to mind before you order.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Re-drafted with the latest playbook + lessons.
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Full thread
Hi Marlow London,
This is really disappointing to hear. What available sizes do you have,
please ?
Also can you send me a link to the site and details of sizes etc
Lucy
On Tue, 30 Jun 2026 at 20:28, <support@marlow-london.com> wrote:
> Dear Lucy, Thank you very much for your order with Marlow London.
>
> We're very sorry, but unfortunately the *UK 20 (4XL)* size you ordered
> for the *Honoria | Sporty Three-Piece Tankini Set with Pockets* has
> unexpectedly gone out of stock.
>
> We sincerely apologise for this inconvenience and understand how
> disappointing this must be.
>
> If you'd like, we'd be happy to send you the same tankini in another
> available size, or you are welcome to choose a different product from our
> collection of the same value instead. We'll arrange the replacement for you
> as quickly as possible.
>
> As an apology for the inconvenience, we'd also like to offer you a *£15
> store credit* for your next purchase with us.
>
> Your store credit code is:
> *STORECREDIT15*
>
> Please let us know whether you would prefer another size or a different
> product, and we'll be happy to arrange everything for you straight away.
>
> Thank you for your patience and understanding. We look forward to hearing
> from you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
Dear Lucy,
Thank you for your reply.
Of course! We'd be happy to clarify the available sizing for you.
Unfortunately, the Honoria | Sporty Three-Piece Tankini Set with Pockets is currently available only up to UK 18 (3XL), so we're unable to offer the UK 20 (4XL) size you originally ordered.
If you'd like to view the product, you can find it here:
https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?_pos=1&_psq=honoria&_ss=e&_v=1.0
If you would prefer to keep the same size, we do have a very similar style available that is offered up to UK 24 (5XL). Many customers choose this as an alternative because it offers a similarly comfortable fit and elegant design.
You can view it here:
https://marlow-london.com/products/kerenza-elegant-comfort-fit-swimsuit?variant=57119341412617
Please let us know which option you would prefer:
* Receive the Honoria in another available size (up to UK 18 / 3XL), or
* Switch to the Kerenza Elegant Comfort-Fit Swimsuit, which is available up to UK 24 (5XL).
We'll be happy to arrange your preferred option as quickly as possible.
As mentioned previously, your £15 store credit remains available for your next purchase using the code STORECREDIT15.
We look forward to hearing which option you'd prefer.
Kind regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 22:46, Lucy Roper <lucybmroper@gmail.com> wrote: Hi Marlow London, This is really disappointing to hear. What available sizes do you have, please ? Also can you send me a link to the site and details of sizes etc Lucy
On Tue, 30 Jun 2026 at 20:28, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Lucy, Thank you very much for your order with Marlow London.
We're very sorry, but unfortunately the UK 20 (4XL) size you ordered for the Honoria | Sporty Three-Piece Tankini Set with Pockets has unexpectedly gone out of stock.
We sincerely apologise for this inconvenience and understand how disappointing this must be.
If you'd like, we'd be happy to send you the same tankini in another available size, or you are welcome to choose a different product from our collection of the same value instead. We'll arrange the replacement for you as quickly as possible.
As an apology for the inconvenience, we'd also like to offer you a £15 store credit for your next purchase with us.
Your store credit code is:
STORECREDIT15
Please let us know whether you would prefer another size or a different product, and we'll be happy to arrange everything for you straight away.
Thank you for your patience and understanding. We look forward to hearing from you.
Kind regards,
Marlow London Support
Hi Anna,
Thanks for the response.
Do you offer free returns if I order
the *Honoria* in another available size (UK 18 / 3XL)
and it isn't large enough for me, please?
If you do, then please count this as my request moving forwards.
Kind regards
Lucy
On Wed, Jul 1, 2026 at 12:54 PM <support@marlow-london.com> wrote:
> Dear Lucy,
>
> Thank you for your reply.
>
> Of course! We'd be happy to clarify the available sizing for you.
>
> Unfortunately, the *Honoria | Sporty Three-Piece Tankini Set with Pockets*
> is currently available only up to *UK 18 (3XL)*, so we're unable to offer
> the UK 20 (4XL) size you originally ordered.
>
> If you'd like to view the product, you can find it here:
>
> https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?_pos=1&_psq=honoria&_ss=e&_v=1.0
>
> If you would prefer to keep the same size, we do have a very similar style
> available that is offered up to *UK 24 (5XL)*. Many customers choose this
> as an alternative because it offers a similarly comfortable fit and elegant
> design.
>
> You can view it here:
>
> https://marlow-london.com/products/kerenza-elegant-comfort-fit-swimsuit?variant=57119341412617
>
> Please let us know which option you would prefer:
>
> - Receive the *Honoria* in another available size (up to UK 18 / 3XL),
> or
> - Switch to the *Kerenza Elegant Comfort-Fit Swimsuit*, which is
> available up to *UK 24 (5XL)*.
>
> We'll be happy to arrange your preferred option as quickly as possible.
>
> As mentioned previously, your *£15 store credit* remains available for
> your next purchase using the code *STORECREDIT15*.
>
> We look forward to hearing which option you'd prefer.
>
> Kind regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
> On Tue, Jun 30, 2026 at 22:46, Lucy Roper <lucybmroper@gmail.com> wrote:
>
> Hi Marlow London,
> This is really disappointing to hear. What available sizes do you have,
> please ?
> Also can you send me a link to the site and details of sizes etc
> Lucy
>
> On Tue, 30 Jun 2026 at 20:28, <support@marlow-london.com> wrote:
>
> Dear Lucy, Thank you very much for your order with Marlow London.
>
> We're very sorry, but unfortunately the *UK 20 (4XL)* size you ordered
> for the *Honoria | Sporty Three-Piece Tankini Set with Pockets* has
> unexpectedly gone out of stock.
>
> We sincerely apologise for this inconvenience and understand how
> disappointing this must be.
>
> If you'd like, we'd be happy to send you the same tankini in another
> available size, or you are welcome to choose a different product from our
> collection of the same value instead. We'll arrange the replacement for you
> as quickly as possible.
>
> As an apology for the inconvenience, we'd also like to offer you a *£15
> store credit* for your next purchase with us.
>
> Your store credit code is:
> *STORECREDIT15*
>
> Please let us know whether you would prefer another size or a different
> product, and we'll be happy to arrange everything for you straight away.
>
> Thank you for your patience and understanding. We look forward to hearing
> from you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
Dear Lucy,
Thank you for your reply.
We're happy to confirm that we've arranged everything for you.
We'll be sending you the Honoria Sporty Three-Piece Tankini Set with Pockets in UK 18 (3XL) as your replacement, and there will be no additional cost to you.
If, after trying the 3XL, you find that it still isn't the right fit, we'll also arrange a free return for you. We hope this gives you complete peace of mind when trying the replacement.
We'll begin processing your replacement straight away, and you'll receive a confirmation email with tracking information as soon as it has been dispatched.
Thank you for your patience and understanding. We truly appreciate it and hope the new size will be a perfect fit.
Kind regards,
Anna
Customer Care Team
Marlow London
On Wed, Jul 1, 2026 at 14:35, Lucy Roper <lucybmroper@gmail.com> wrote: Hi Anna,
Thanks for the response.
Do you offer free returns if I order
the Honoria in another available size (UK 18 / 3XL)
and it isn't large enough for me, please?
If you do, then please count this as my request moving forwards.
Kind regards
Lucy
On Wed, Jul 1, 2026 at 12:54 PM <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Lucy,
Thank you for your reply.
Of course! We'd be happy to clarify the available sizing for you.
Unfortunately, the Honoria | Sporty Three-Piece Tankini Set with Pockets is currently available only up to UK 18 (3XL), so we're unable to offer the UK 20 (4XL) size you originally ordered.
If you'd like to view the product, you can find it here:
https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?_pos=1&_psq=honoria&_ss=e&_v=1.0 (https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?_pos=1&_psq=honoria&_ss=e&_v=1.0)
If you would prefer to keep the same size, we do have a very similar style available that is offered up to UK 24 (5XL). Many customers choose this as an alternative because it offers a similarly comfortable fit and elegant design.
You can view it here:
https://marlow-london.com/products/kerenza-elegant-comfort-fit-swimsuit?variant=57119341412617 (https://marlow-london.com/products/kerenza-elegant-comfort-fit-swimsuit?variant=57119341412617)
Please let us know which option you would prefer:
* Receive the Honoria in another available size (up to UK 18 / 3XL), or
* Switch to the Kerenza Elegant Comfort-Fit Swimsuit, which is available up to UK 24 (5XL).
We'll be happy to arrange your preferred option as quickly as possible.
As mentioned previously, your £15 store credit remains available for your next purchase using the code STORECREDIT15.
We look forward to hearing which option you'd prefer.
Kind regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 30, 2026 at 22:46, Lucy Roper <lucybmroper@gmail.com (mailto:lucybmroper@gmail.com)> wrote:
Hi Marlow London, This is really disappointing to hear. What available sizes do you have, please ? Also can you send me a link to the site and details of sizes etc Lucy
On Tue, 30 Jun 2026 at 20:28, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Lucy, Thank you very much for your order with Marlow London.
We're very sorry, but unfortunately the UK 20 (4XL) size you ordered for the Honoria | Sporty Three-Piece Tankini Set with Pockets has unexpectedly gone out of stock.
We sincerely apologise for this inconvenience and understand how disappointing this must be.
If you'd like, we'd be happy to send you the same tankini in another available size, or you are welcome to choose a different product from our collection of the same value instead. We'll arrange the replacement for you as quickly as possible.
As an apology for the inconvenience, we'd also like