Case #29 — Marlow London

Hi Sarah, Of course, I completely understand. This is not the experience we wanted to give you at all, and I am truly sorry. Because of our US based rules from headquarters, we must from our policy offer you a 10% cashback on your order. There is no need to send anything back. Shipping a product back and forth overseas is wasteful and bad for the environment, and we would rather you keep the item and take the refund. I will process this right away once you confirm. Please let me know if that works for you. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 16:03, Sarah Palfreyman <sarahinolney@yahoo.co.uk> wrote: As expected, this item arrived 1) much later than expected 2) the quality is disgusting for the price 3) you are clearly operating a social media scam I would like a refund on the item, please advise how we may do this. Sent from Yahoo Mail for iPhone (https://mail.onelink.me/107872968?pid=nativeplacement&c=Global_Acquisition_YMktg_315_Internal_EmailSignature&af_sub1=Acquisition&af_sub2=Global_YMktg&af_sub3=&af_sub4=100000604&af_sub5=EmailSignature__Static_&af_ios_store_cpp=9d3a686e-218d-4849-8298-b480188dc8ac&af_android_url=https%3A%2F%2Fplay.google.com%2Fstore%2Fapps%2Fdetails%3Fid%3Dcom.yahoo.mobile.client.android.mail%26listing%3Demail_signature) On Wednesday, June 10, 2026, 1:43 am, support@marlow-london.com wrote: Hi Sarah, Thank you for getting back to us. I completely understand why the delay has caused concern, and I’m very sorry that your order has taken longer to arrive than expected. I would like to reassure you that the delay is not because your order is being shipped from China. Due to the exceptionally high number of orders placed during our Summer Sale, our dispatch and delivery network has been busier than usual. Unfortunately, this has caused a small number of parcels to take slightly longer than expected. I have personally checked your order #1283 and can confirm that your parcel has already been dispatched and is currently in transit. As it has already left our fulfilment process, we are unfortunately unable to reliably stop or cancel the shipment at this stage. We kindly ask that you allow a few more working days for the parcel to arrive. Based on its current status, we expect it to be delivered shortly. As a sincere apology for the inconvenience, we would also like to offer you £20 store credit for a future order. You can use the code STORECREDIT20 at checkout. Of course, if you still wish to return the item after receiving it, please reply to this email and we will be happy to guide you through the returns process. If your tracking does not update within the next few working days, please let us know and we will personally look into this for you. Thank you for your patience and understanding, Sarah. Kind regards, Marlow London Customer Support support@marlow-london.com On Tue, Jun 9, 2026 at 22:56, Sarah Palfreyman <sarahinolney@yahoo.co.uk> wrote: Hi Your website does not suggest the products are being shipped from China. I was expecting a delivery within a couple of days. Please cancel and refund. Regards Sarah Palfreyman Sent from my iPhone On 9 Jun 2026, at 17:20, support@marlow-london.com wrote:  Hi, Thank you for reaching out. I'm sorry to hear that you'd like to cancel your order #1283. Before we proceed, would you mind letting us know the reason for the cancellation? We'd really appreciate the opportunity to understand what went wrong and see if there's anything we can do to help resolve the issue for you. If your concern is related to shipping delays, tracking updates, product details, sizing, or anything else, please let us know and we'll do our best to assist. We may be able to offer a solution that works for you. We sincerely value your order and would love the chance to make things right if possible. We look forward to hearing from you. Kin

Hi Sarah, Looking at your order, being £54.95, you will receive a 10% cashback from that. I will process this right away once you confirm. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 19:45, Sarah Palfreyman <sarahinolney@yahoo.co.uk> wrote: Please advise in £ how much you are proposing to refund me? Sent from Outlook for iOS (https://aka.ms/o0ukef) ------------------------------------ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 07 July 2026 18:43:13 To: Sarah Palfreyman <sarahinolney@yahoo.co.uk> Subject: Re[4]: Please cancel my order #1283 Hi Sarah, Of course, I completely understand. This is not the experience we wanted to give you at all, and I am truly sorry. Because of our US based rules from headquarters, we must from our policy offer you a 10% cashback on your order. There is no need to send anything back. Shipping a product back and forth overseas is wasteful and bad for the environment, and we would rather you keep the item and take the refund. I will process this right away once you confirm. Please let me know if that works for you. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 16:03, Sarah Palfreyman <sarahinolney@yahoo.co.uk> wrote: As expected, this item arrived 1) much later than expected 2) the quality is disgusting for the price 3) you are clearly operating a social media scam I would like a refund on the item, please advise how we may do this. Sent from Yahoo Mail for iPhone (https://mail.onelink.me/107872968?pid=nativeplacement&c=Global_Acquisition_YMktg_315_Internal_EmailSignature&af_sub1=Acquisition&af_sub2=Global_YMktg&af_sub3=&af_sub4=100000604&af_sub5=EmailSignature__Static_&af_ios_store_cpp=9d3a686e-218d-4849-8298-b480188dc8ac&af_android_url=https%3A%2F%2Fplay.google.com%2Fstore%2Fapps%2Fdetails%3Fid%3Dcom.yahoo.mobile.client.android.mail%26listing%3Demail_signature) On Wednesday, June 10, 2026, 1:43 am, support@marlow-london.com wrote: Hi Sarah, Thank you for getting back to us. I completely understand why the delay has caused concern, and I’m very sorry that your order has taken longer to arrive than expected. I would like to reassure you that the delay is not because your order is being shipped from China. Due to the exceptionally high number of orders placed during our Summer Sale, our dispatch and delivery network has been busier than usual. Unfortunately, this has caused a small number of parcels to take slightly longer than expected. I have personally checked your order #1283 and can confirm that your parcel has already been dispatched and is currently in transit. As it has already left our fulfilment process, we are unfortunately unable to reliably stop or cancel the shipment at this stage. We kindly ask that you allow a few more working days for the parcel to arrive. Based on its current status, we expect it to be delivered shortly. As a sincere apology for the inconvenience, we would also like to offer you £20 store credit for a future order. You can use the code STORECREDIT20 at checkout. Of course, if you still wish to return the item after receiving it, please reply to this email and we will be happy to guide you through the returns process. If your tracking does not update within the next few working days, please let us know and we will personally look into this for you. Thank you for your patience and understanding, Sarah. Kind regards, Marlow London Customer Support support@marlow-london.com On Tue, Jun 9, 2026 at 22:56, Sarah Palfreyman <sarahinolney@yahoo.co.uk> wrote: Hi Your website does not suggest the products are being shipped from China. I was expecting a delivery within a couple of days. Please cancel and refund. Regards Sarah Palfreyman Sent from my iPhone On 9 Jun 2026, at 17:20, support@marlow-london.com wrote:  Hi, Thank you for reaching out. I'm

Hi Sarah, Thank you for your patience while we get this sorted for you. To confirm the exact figure: the 10% cashback would come to £5.50, based on your order total of £54.95. This would be refunded to your original payment method, there would be no need to send anything back, and you would keep the item. If you would prefer to return the item instead, here are the details. You have 30 days from the date of delivery to send it back, and the item needs to be unworn, unused, and in its original packaging. Because the item ships from our overseas supplier, the return also goes back to them, and the return shipping cost is £19.95, which would be at your own expense. Once we receive it back in original condition, the refund is processed within 3 to 5 business days to your original payment method. Given the cost and hassle of shipping something back overseas, many customers find the cashback option the easier route, but the choice is entirely yours. Just let me know which option you would like to go ahead with and I will take care of it right away. Warm regards, Anna Customer Care Team Marlow London