Case #283 — Marlow London
katehargrea@googlemail.com · order 1322 · state imported · label none yet · rung 0
Facts
Order #1322
open
not set
2026-07-04 09:57:25
—
2026-08-14 19:30:08
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Latest draft
from decision #431 · action=reply · 2026-07-04 14:36:17 · dry-run
Hi Kate,
Thank you for letting me know, and I am sorry the fit was not right this time.
Good news, I can arrange a UK size 14 to be sent out to you, and you would not even need to send the original item back. We do ask for a small contribution of 9.95 GBP towards the exchange to cover this, and the new size would be shipped out to you free of charge otherwise.
Could you please confirm if you would like to go ahead on this basis for order 1322? Once I have your confirmation I will get this moving for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Re-drafted with the latest playbook + lessons.
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Full thread
Hi,
I would like to return my order please.
Kind regards
Kate hargreaves
Hi Kate,
Thank you for reaching out, and I am sorry to hear this item is not quite right for you.
Before we go ahead with a return, I would love to see if I can help another way. Could you let me know the reason for the return (for example, sizing, fit, or a change of mind), and whether it is one specific item from your order?
Depending on the reason, I may be able to offer you a free exchange for the correct size, some cashback so you can keep the item, or of course we can proceed with a return if you would prefer. Just a heads up that if a return is the best option, this goes back to our overseas warehouse and return shipping is at the customer's expense (19.95 GBP), within 30 days of delivery and in original, unworn condition. Refunds are processed within 3-5 business days of us receiving it back.
Let me know a bit more and I will guide you through the best next step.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 11:56, Kate Hargreaves <katehargrea@googlemail.com> wrote:Hi,
I would like to return my order please.
Kind regards Kate hargreaves
Hi,
The item is too large. Could I request a smaller size? A uk size 14
instead?
Kind regards
Kate
On Sat, 4 Jul 2026, 15:04 , <support@marlow-london.com> wrote:
> Hi Kate,
>
> Thank you for reaching out, and I am sorry to hear this item is not quite
> right for you.
>
> Before we go ahead with a return, I would love to see if I can help
> another way. Could you let me know the reason for the return (for example,
> sizing, fit, or a change of mind), and whether it is one specific item from
> your order?
>
> Depending on the reason, I may be able to offer you a free exchange for
> the correct size, some cashback so you can keep the item, or of course we
> can proceed with a return if you would prefer. Just a heads up that if a
> return is the best option, this goes back to our overseas warehouse and
> return shipping is at the customer's expense (19.95 GBP), within 30 days of
> delivery and in original, unworn condition. Refunds are processed within
> 3-5 business days of us receiving it back.
>
> Let me know a bit more and I will guide you through the best next step.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
> On Sat, Jul 4, 2026 at 11:56, Kate Hargreaves <katehargrea@googlemail.com>
> wrote:
>
> Hi,
>
> I would like to return my order please.
>
> Kind regards
> Kate hargreaves
>
>
Dear Kate,
Thank you for your reply.
I'm happy to let you know that we've already submitted your replacement request to our warehouse. We've asked them to send you the same item in UK Size 14, as requested.
Your replacement order is now being processed, and as soon as it has been prepared for shipment, it will continue through our normal shipping process.
Thank you very much for your patience and understanding while we arrange this for you. We hope the smaller size will be a much better fit.
If you have any other questions in the meantime, please don't hesitate to get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 16:35, Kate Hargreaves <katehargrea@googlemail.com> wrote: Hi,
The item is too large. Could I request a smaller size? A uk size 14 instead?
Kind regards Kate
On Sat, 4 Jul 2026, 15:04 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Kate,
Thank you for reaching out, and I am sorry to hear this item is not quite right for you.
Before we go ahead with a return, I would love to see if I can help another way. Could you let me know the reason for the return (for example, sizing, fit, or a change of mind), and whether it is one specific item from your order?
Depending on the reason, I may be able to offer you a free exchange for the correct size, some cashback so you can keep the item, or of course we can proceed with a return if you would prefer. Just a heads up that if a return is the best option, this goes back to our overseas warehouse and return shipping is at the customer's expense (19.95 GBP), within 30 days of delivery and in original, unworn condition. Refunds are processed within 3-5 business days of us receiving it back.
Let me know a bit more and I will guide you through the best next step.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 11:56, Kate Hargreaves <katehargrea@googlemail.com (mailto:katehargrea@googlemail.com)> wrote:
Hi,
I would like to return my order please.
Kind regards Kate hargreaves
Dear Kate,
Thank you for your reply.
That's correct—you don't need to return the item you've already received. Please feel free to keep it with our compliments.
Regarding the replacement, there is no charge for the replacement item itself. We only ask for a small contribution towards the replacement shipping cost, as mentioned previously. Apart from that, there are no additional charges.
Once the replacement has been dispatched, we'll make sure to let you know.
Thank you again for your patience and understanding. We hope the UK Size 14 will be a much better fit for you.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 19:36, Kate Hargreaves <katehargrea@googlemail.com> wrote: Hi,
Thank you for your reply.
Do I need to do anything with the ones I have already had delivered?
And just to confirm i am not being charged for the size 14s?
Kind regards Kate hargreaves
On Sat, 4 Jul 2026, 18:34 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Kate,
Thank you for your reply.
I'm happy to let you know that we've already submitted your replacement request to our warehouse. We've asked them to send you the same item in UK Size 14, as requested.
Your replacement order is now being processed, and as soon as it has been prepared for shipment, it will continue through our normal shipping process.
Thank you very much for your patience and understanding while we arrange this for you. We hope the smaller size will be a much better fit.
If you have any other questions in the meantime, please don't hesitate to get in touch.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 16:35, Kate Hargreaves <katehargrea@googlemail.com (mailto:katehargrea@googlemail.com)> wrote:
Hi,
The item is too large. Could I request a smaller size? A uk size 14 instead?
Kind regards Kate
On Sat, 4 Jul 2026, 15:04 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Kate,
Thank you for reaching out, and I am sorry to hear this item is not quite right for you.
Before we go ahead with a return, I would love to see if I can help another way. Could you let me know the reason for the return (for example, sizing, fit, or a change of mind), and whether it is one specific item from your order?
Depending on the reason, I may be able to offer you a free exchange for the correct size, some cashback so you can keep the item, or of course we can proceed with a return if you would prefer. Just a heads up that if a return is the best option, this goes back to our overseas warehouse and return shipping is at the customer's expense (19.95 GBP), within 30 days of delivery and in original, unworn condition. Refunds are processed within 3-5 business days of us receiving it back.
Let me know a bit more and I will guide you through the best next step.
Warm regards,
Anna
Customer Care Team
Marlow London
On Sat, Jul 4, 2026 at 11:56, Kate Hargreaves <katehargrea@googlemail.com (mailto:katehargrea@googlemail.com)> wrote:
Hi,
I would like to return my order please.
Kind regards Kate hargreaves