Case #241 — Marlow London

Dear Mary, Thank you for your email. First of all, we'd like to sincerely apologise for the longer-than-expected delivery time. We completely understand how frustrating it is to have to wait, and we're very sorry for the inconvenience this has caused. We've checked the latest tracking information, and we're pleased to confirm that your parcel is now actively moving through the shipping network. Based on the latest updates, we expect it to arrive within the next few working days. As a gesture of goodwill and to thank you for your patience, we'd like to offer you a £20 store credit to use on a future order with us. Your store credit code is: STORECREDIT20 We truly appreciate your patience and understanding, and we're confident your order will be with you very soon. If you have any further questions, please don't hesitate to get in touch. Kind regards, Anna Customer Care Team Marlow London On Thu, Jul 2, 2026 at 12:34, mary manning <marycm1959@outlook.com> wrote: Hi I placed an order 11th June No #1368. Can you please advise when I will receive my goods. Regards Mary Robertson Sent from my iPhone On 24 Jun 2026, at 14:54, MARLOW LONDON <support@marlow-london.com> wrote:  There's more in-store for you  ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ (https://marlow-london.com/_t/c/v3/AAAoN4HEPOLbVulC9xMfUvIyhaZWFAkX3R0tiKNveyy5xebGWYEYvmBFd2E9XIQJYzag6C9C4-be6Z4e0eOSH0mSwdm68LKpXMLNV_3gviTL7YtN89glkaz6Y2KLlGmgn7CtsV3Z2P6KkStdSN5P2as7GpvYBgrxjerJWozhz7o4_BhMP3ogYRi4PnGovurSsS0RLu8tWhb1Mb-_zT7oi9922qj4StStvUW0Aq9SBGeemzeloI8fTyRwM8DqAovhDkEvgCTRG07XFXNNaScoytKyZc9S5lbB_PJNfaISRRPMiiDcWk7lWziAfYubIutdtnaNH-FsjXAqk7RyaE7r5u73rd9AC3V74ceoIfLHySluQuVTqci7iXfFfYQUOYl1lu76uxGIBMeLaMclXXELQCplRsJ4-IyovebmAhYXJCMa7ggTZZWmV8Ncg1HV7AGefFyN1tfhXpjrGNNDF06enA==) We've got the goods! Looking for inspiration? Here's some fresh finds and customer favorites picked for you! [endif]--> (https://marlow-london.com/_t/c/v3/AAB5K-hdcOQBLnPZy6B6eeUEnpJ9x_-SREDzZGOn2YyxGj3Jvn73sxmvs1tDrok7uZ7BaZ-rD4vWvMwF79Mld2D9MvP5Dv583-NtsGoh7ZusGnYsvtcQ2OwykPhlr9e59bmz1mVhb89BFDbXhNZGrHM1O73oEQymceXU9hzk3SSBEcsAs341xIs4S_7dalGVtr_xvXN1bZHP1ge2y4JZTfJHlu-tRVhO2ZHF06nMI4sWbqRQ4WktwGWs1j7NugmIshLWpIhIcJXe14UXR-28_Hwh7CIT30y-YY_-sKwXCuD2nb30-IqSE6trkuI-mKmkSww2_ufqWeII6rROKkYcEt9S7TkAREGtiNfZ1ByJrG_8dT2Hcqf2DWeLAbuhlwF2GK5Jnlff3tQKGK9yufP6Jkm4LNxeEIkPcPiYeRDfKxPOnls7WX6AFR8Kt4d7ydXYMJoNx-9K1O6CuetGR_9G8eI2MtMltIiIF4sGP8HVtAHCFUJwfWJWoJyczyIlAdd2GeETzMIadFWEHcuvU7o=) KERENZA | ELEGANT COMFORT-FIT SWIMSUIT (https://marlow-london.com/_t/c/v3/AABY3djUvLgawb8u56ZI2eUYDQ7TeoDsAW3sSMtndd9hZE61BrSHLJGKg7ajMrmPaU-gr_Y11Q-kBCSxS3OFkXs_4p5G-KLWOtu5Ia7GV1tc_1I98D060sI1aX1qVITWIAJXgrjQgXsxjdxqpsy2VK819n-aJ9qAdJgDsJmIeQjMPmPioUIUVrw0yoTjE6VndGOuqKk_GkRCcEdPX_V_duv_iBVZ2nj2A5O-9yssocX0yeVBVYr_34OH-6ujnOyyCTdI2uu0nqnwU1ikxsp5YGaitI5nJsKkueymZU3dYcMzIJTp-n4X8_RL70FVaox3aJH_fLmSFhSRgeEqtzl9erKcPmCkGVWkJJ8VeCeG6JneODv3va4ODeqjnWCb1BHpUEW9dYvdXpZ6dU3lJv6GEtz09E_XhKXWEbDteI9pyXRaW_V6OW-TOGt9Jbn-5egjhJGhBBPINTN4MN4sHgAAxuxDibiEm3T5CBrkTWG6sKUDO22wUY4BXOC2O_pSV6Glvasqkhg6dejismp4Pjs=) Shop now (https://marlow-london.com/_t/c/v3/AACseC1_7jS8wq7yMJCpI5-QEXd4zEMw94_C3WOZnO3XME6lm1D3C4W_afIJzZogaVhE8x94BVfxcuL0FD1GVK6hSdESKvUr1L3kCE2cyDgc2EQt4RVtQ4pfCWXSniSMeJDtmQ7oVtXfnFzeL8rd_8m617SmCgtksspfvrvYFVYpe5-WGiDcggTuvLfYuKE8m-RwhNRqzaUmsbDUNQ_mHY1j6OALS235gk3zGb2CzNzeIB1mfU4ZfYvkB0qgEgn0M7Eb4v_GA1mxempoK2_luiWVnZYN9-ZfIKSh-wyLQWLznpXmezi2Jkk-DZAscIYGnw7XXWuwhVneGNqGgUeV0GeU4UOHZdRF

Hi Mary, Thank you for your email, and I'm sorry the medium isn't fitting as expected. This is pretty unacceptable: if we sold you a UK 10, it should fit a UK 10, not a 12-14. Could you please send us a picture for confirmation so we can see what's going on and make sure this doesn't happen again, for you or anyone else? Shipping a perfectly good item back to our overseas supplier only to reship it adds unnecessary miles, emissions, and risk of the parcel getting lost in transit, which we'd rather spare you and the planet. So of course we'll send you the correct sizes for free, and you keep the originals. No return needed. If you'd also like, you could get a 20% refund on your order instead, or £20 in store credit for your next purchase. Entirely up to you. Which would you like to swap, and what UK size would you like instead? Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 19:44, mary manning <marycm1959@outlook.com> wrote: Dear Anna I have just realised the shorts do not have a tie string waist band, pockets or built in swim bottoms. So not as described on the add. Therefore I would like a replacement as advertised or my goods refunded please. Please advise. Mary Robertson Sent from my iPhone On 6 Jul 2026, at 16:09, mary manning <marycm1959@outlook.com> wrote:  Dear Anna I have re my order. Whist I am totally satisfied with the quality they are too large. I ordered a medium which was described as a 10 fit but they are definitely a size 12-14 fit. Therefore can I please return for an exchange. Can you please advise the process? Regards Mary Robertson Sent from my iPhone On 3 Jul 2026, at 10:43, mary manning <marycm1959@outlook.com> wrote:  Dear Anna Thank you for your reply. I too can see my order is on its way. Thank you the £20 off voucher too. Regards Mary Robertson Sent from my iPhone On 3 Jul 2026, at 02:07, support@marlow-london.com wrote:  Dear Mary, Thank you for your email. First of all, we'd like to sincerely apologise for the longer-than-expected delivery time. We completely understand how frustrating it is to have to wait, and we're very sorry for the inconvenience this has caused. We've checked the latest tracking information, and we're pleased to confirm that your parcel is now actively moving through the shipping network. Based on the latest updates, we expect it to arrive within the next few working days. As a gesture of goodwill and to thank you for your patience, we'd like to offer you a £20 store credit to use on a future order with us. Your store credit code is: STORECREDIT20 We truly appreciate your patience and understanding, and we're confident your order will be with you very soon. If you have any further questions, please don't hesitate to get in touch. Kind regards, Anna Customer Care Team Marlow London On Thu, Jul 2, 2026 at 12:34, mary manning <marycm1959@outlook.com> wrote: Hi I placed an order 11th June No #1368. Can you please advise when I will receive my goods. Regards Mary Robertson Sent from my iPhone On 24 Jun 2026, at 14:54, MARLOW LONDON <support@marlow-london.com> wrote:  There's more in-store for you  ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ (https://marlow-london.com/_t/c/v3/AAAoN4HEPOLbVulC9xMfUvIyhaZWFAkX3R0tiKNveyy5xebGWYEYvmBFd2E9XIQJYzag6C9C4-be6Z4e0eOSH0mSwdm68LKpXMLNV_3gviTL7YtN89glkaz6Y2KLlGmgn7CtsV3Z2P6KkStdSN5P2as7GpvYBgrxjerJWozhz7o4_BhMP3ogYRi4PnGovurSsS0RLu8tWhb1Mb-_zT7oi9

Hi Mary, Thank you for taking the photos, and thank you for your patience while we get this sorted. We do not have a WhatsApp number for support, but the following usually helps. Apple has a helpful guide here on attaching photos to an email: https://support.apple.com/nl-nl/guide/iphone/iph8580f163b/ios The easiest way is to select the images from your Photos app first, then tap the Share icon, and choose Mail. This will open a new message with the photos already attached. Thank you again for your effort with this. This way we can confirm that we will send the right size this time! Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 09:08, mary manning <marycm1959@outlook.com> wrote: Dear Anna Thank you for your quick reply. It is very kind of you to offer to send a different size. Size 8 would be a better fit. I understand you do not want me to return the original garments due to the cost. I’ve taken photos as requested. Unfortunately they won’t send with this email. Is there a Whatsapp number I can use to send? Regards Mary Robertson Sent from my iPhone On 7 Jul 2026, at 00:45, support@marlow-london.com wrote:  Hi Mary, Thank you for your email, and I'm sorry the medium isn't fitting as expected. This is pretty unacceptable: if we sold you a UK 10, it should fit a UK 10, not a 12-14. Could you please send us a picture for confirmation so we can see what's going on and make sure this doesn't happen again, for you or anyone else? Shipping a perfectly good item back to our overseas supplier only to reship it adds unnecessary miles, emissions, and risk of the parcel getting lost in transit, which we'd rather spare you and the planet. So of course we'll send you the correct sizes for free, and you keep the originals. No return needed. If you'd also like, you could get a 20% refund on your order instead, or £20 in store credit for your next purchase. Entirely up to you. Which would you like to swap, and what UK size would you like instead? Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 19:44, mary manning <marycm1959@outlook.com> wrote: Dear Anna I have just realised the shorts do not have a tie string waist band, pockets or built in swim bottoms. So not as described on the add. Therefore I would like a replacement as advertised or my goods refunded please. Please advise. Mary Robertson Sent from my iPhone On 6 Jul 2026, at 16:09, mary manning <marycm1959@outlook.com> wrote:  Dear Anna I have re my order. Whist I am totally satisfied with the quality they are too large. I ordered a medium which was described as a 10 fit but they are definitely a size 12-14 fit. Therefore can I please return for an exchange. Can you please advise the process? Regards Mary Robertson Sent from my iPhone On 3 Jul 2026, at 10:43, mary manning <marycm1959@outlook.com> wrote:  Dear Anna Thank you for your reply. I too can see my order is on its way. Thank you the £20 off voucher too. Regards Mary Robertson Sent from my iPhone On 3 Jul 2026, at 02:07, support@marlow-london.com wrote:  Dear Mary, Thank you for your email. First of all, we'd like to sincerely apologise for the longer-than-expected delivery time. We completely understand how frustrating it is to have to wait, and we're very sorry for the inconvenience this has caused. We've checked the latest tracking information, and we're pleased to confirm that your parcel is now actively moving through the shipping network. Based on the latest updates, we expect it to arrive within the next few working days. As a gesture of goodwill and to thank you for your patience, we'd like to offer you a £20 store credit to use on a future order with us. Your store credit code is: STORECREDIT20 We truly appreciate your patience and understanding, and we're confident your order wil

Hello Mary, Thank you so much for sending the photos through. I can confirm we have received them and can see them clearly now. I am so sorry the link I shared was in Dutch. That was completely our mistake, and I really appreciate you attaching the photos directly despite the confusion. Your replacement HONORIA tankini in size 8 is on its way to you. As is the replacement pair of shorts. You should receive a confirmation email with tracking details shortly. We will also flag this with our supplier so it does not happen again. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 17:03, mary manning <marycm1959@outlook.com> wrote: I think you may have the photos now? There are another pair of shorts in the order which do not have the draw string etc, Regards Mary Sent from my iPhone On 7 Jul 2026, at 14:07, support@marlow-london.com wrote:  Hi Mary, Thank you for taking the photos, and thank you for your patience while we get this sorted. We do not have a WhatsApp number for support, but the following usually helps. Apple has a helpful guide here on attaching photos to an email: https://support.apple.com/nl-nl/guide/iphone/iph8580f163b/ios The easiest way is to select the images from your Photos app first, then tap the Share icon, and choose Mail. This will open a new message with the photos already attached. Thank you again for your effort with this. This way we can confirm that we will send the right size this time! Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 09:08, mary manning <marycm1959@outlook.com> wrote: Dear Anna Thank you for your quick reply. It is very kind of you to offer to send a different size. Size 8 would be a better fit. I understand you do not want me to return the original garments due to the cost. I’ve taken photos as requested. Unfortunately they won’t send with this email. Is there a Whatsapp number I can use to send? Regards Mary Robertson Sent from my iPhone On 7 Jul 2026, at 00:45, support@marlow-london.com wrote:  Hi Mary, Thank you for your email, and I'm sorry the medium isn't fitting as expected. This is pretty unacceptable: if we sold you a UK 10, it should fit a UK 10, not a 12-14. Could you please send us a picture for confirmation so we can see what's going on and make sure this doesn't happen again, for you or anyone else? Shipping a perfectly good item back to our overseas supplier only to reship it adds unnecessary miles, emissions, and risk of the parcel getting lost in transit, which we'd rather spare you and the planet. So of course we'll send you the correct sizes for free, and you keep the originals. No return needed. If you'd also like, you could get a 20% refund on your order instead, or £20 in store credit for your next purchase. Entirely up to you. Which would you like to swap, and what UK size would you like instead? Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 19:44, mary manning <marycm1959@outlook.com> wrote: Dear Anna I have just realised the shorts do not have a tie string waist band, pockets or built in swim bottoms. So not as described on the add. Therefore I would like a replacement as advertised or my goods refunded please. Please advise. Mary Robertson Sent from my iPhone On 6 Jul 2026, at 16:09, mary manning <marycm1959@outlook.com> wrote:  Dear Anna I have re my order. Whist I am totally satisfied with the quality they are too large. I ordered a medium which was described as a 10 fit but they are definitely a size 12-14 fit. Therefore can I please return for an exchange. Can you please advise the process? Regards Mary Robertson Sent from my iPhone On 3 Jul 2026, at 10:43, mary manning <marycm1959@outlook.com> wrote:  Dear Anna Thank you for your reply. I too can see my order is on its way. Thank you the £20 off voucher too

Hey Mary, Sorry to keep this thread going, but i cant help but notice that your order contains 2 items, just to clear it up one more time, were the problems you were facing for only the blue swimsuit, which you provided the pictures for, and was the swimsuit an actual 10 size, as shown on the label, or does it show a 12 or 14 size? After i recieve this information, i will send over the products Thanks for helping. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 21:00, mary manning <marycm1959@outlook.com> wrote: Hi Anna Thank you. I look forward to receiving my new size and correct shorts. Mary Sent from my iPhone On 7 Jul 2026, at 18:22, support@marlow-london.com wrote:  Hello Mary, Thank you so much for sending the photos through. I can confirm we have received them and can see them clearly now. I am so sorry the link I shared was in Dutch. That was completely our mistake, and I really appreciate you attaching the photos directly despite the confusion. Your replacement HONORIA tankini in size 8 is on its way to you. As is the replacement pair of shorts. You should receive a confirmation email with tracking details shortly. We will also flag this with our supplier so it does not happen again. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 17:03, mary manning <marycm1959@outlook.com> wrote: I think you may have the photos now? There are another pair of shorts in the order which do not have the draw string etc, Regards Mary Sent from my iPhone On 7 Jul 2026, at 14:07, support@marlow-london.com wrote:  Hi Mary, Thank you for taking the photos, and thank you for your patience while we get this sorted. We do not have a WhatsApp number for support, but the following usually helps. Apple has a helpful guide here on attaching photos to an email: https://support.apple.com/nl-nl/guide/iphone/iph8580f163b/ios The easiest way is to select the images from your Photos app first, then tap the Share icon, and choose Mail. This will open a new message with the photos already attached. Thank you again for your effort with this. This way we can confirm that we will send the right size this time! Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 09:08, mary manning <marycm1959@outlook.com> wrote: Dear Anna Thank you for your quick reply. It is very kind of you to offer to send a different size. Size 8 would be a better fit. I understand you do not want me to return the original garments due to the cost. I’ve taken photos as requested. Unfortunately they won’t send with this email. Is there a Whatsapp number I can use to send? Regards Mary Robertson Sent from my iPhone On 7 Jul 2026, at 00:45, support@marlow-london.com wrote:  Hi Mary, Thank you for your email, and I'm sorry the medium isn't fitting as expected. This is pretty unacceptable: if we sold you a UK 10, it should fit a UK 10, not a 12-14. Could you please send us a picture for confirmation so we can see what's going on and make sure this doesn't happen again, for you or anyone else? Shipping a perfectly good item back to our overseas supplier only to reship it adds unnecessary miles, emissions, and risk of the parcel getting lost in transit, which we'd rather spare you and the planet. So of course we'll send you the correct sizes for free, and you keep the originals. No return needed. If you'd also like, you could get a 20% refund on your order instead, or £20 in store credit for your next purchase. Entirely up to you. Which would you like to swap, and what UK size would you like instead? Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 19:44, mary manning <marycm1959@outlook.com> wrote: Dear Anna I have just realised the shorts do not have a tie string waist band, pockets or built in swim bottoms. So not as described on the a

Hi Mary, I am so sorry it has taken this long to get your order sorted. I want you to know we have not forgotten you and are still actively working on it. We have just pushed and asked again for the replacement internally. Please hold tight, we will keep you updated as this moves along and get your tracking link to you as soon as we possibly can. Warm regards, Anna Customer Care Team Marlow London

Hi Mary, Thank you so much for your kind words, it really means a lot to me. We are still keeping a close eye on your replacement and will be in touch the moment there is an update. Warm regards, Anna Customer Care Team Marlow London

Dear Mary, I am so sorry. This is a scandal on our part — you were told on the 7th of July that replacements were coming, and told again the following two weeks that they were on the way, and nothing has ever arrived. You should never have had to chase us three separate times for something we promised you. That is entirely on us, and I am stepping in personally to put it right, right now. Please keep the two tankinis you already have — there is no need to send anything back. Here are the direct links to the correct UK 8 in both colours: Teal and Red Floral, UK 8: https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?variant=57128676131081 Fuchsia, UK 8: https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy?variant=57128676327689 When you order these, use this code at checkout: FREEREFUND-MARY-1368. It covers the full cost of both tankinis, so there is nothing for you to pay. I am truly sorry it has taken this long and this much chasing on your part. Thank you for your patience with us, and please do come back to me directly if anything is not right with the new order. Warmly, Anna Customer Care Team Marlow London

Hi Mary, Thank you so much for your kind words - it genuinely means a lot. We're really looking forward to getting you the right sizes this time, and I'm confident they will arrive smoothly for your September holiday. If anything at all is not right when they arrive, please do get in touch straight away. Warm regards, Anna Customer Care Team Marlow London