Case #303 — Marlow London
jane.kakavouri@gmail.com · order 1418 · state imported · label none yet · rung 0
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Shipment Order
open
not set
2026-07-05 22:42:41
—
2026-08-14 19:30:08
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1.
I don't agree with any of the options you've offered.
Your website states that refunds are available, and I purchased this
item in good faith. Under these circumstances, I believe I am entitled to a
full refund.
If you are unwilling to process a full refund, I will have no choice but
to consider taking this matter further through the appropriate channels.
I would appreciate your prompt confirmation that a full refund will be
issued.
2.
Jane Kakavouri
On Sun, 5 Jul 2026, 23:30 , <support@marlow-london.com> wrote:
> Hi Jane,
>
> Thank you for getting in touch about your order #1418, the HONORIA
> sporty three-piece tankini set in Teal and Red Floral, UK 10. I'm so
> sorry the fit isn't right for you, I know it's frustrating when
> something you were looking forward to doesn't work out. It's lovely to
> hear it's only been tried on and is still in its original condition.
>
> 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 I just wanted to make these easier options available to you first,
> rather than put you through any of that:
>
> A 10% refund and you keep the item.
> A free replacement in the size that works for you, and you keep the
> original.
> A £20 store credit and you keep the item.
>
> Just let me know which of these you'd like, and if it's the
> replacement, which size you'd like me to send.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
Dear Jane,
You are speaking with the owner, your message was escalated directly to me, and I want to handle this
personally. I've read your exchange with Anna, and I agree with you:
this should not have happened, and I am genuinely sorry you had to push
this hard to be heard.
I am not going to hide behind our policy. We normally don't offer
cashback on a return where the item has been tried on, because 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, and we would rather spare you and the planet. But in your
case, none of that matters more than making this right.
So here is what I would like to do, as a one-time exception: a 50%
refund on your original purchase, and you keep the HONORIA set. No need
to return anything, no return shipping to arrange, and you'll have the
money back on your original payment method within a few business days
once I process it.
If you'd like me to go ahead with the 50% refund, just reply here and
I'll take care of it immediately. Again, I'm so sorry for what
happened, and I appreciate you bringing this to me.
Kind regards,
Marlow
Marlow London
On Mon, Jul 6, 2026 at 00:42, Jane Kakavouri <jane.kakavouri@gmail.com> wrote:
*
I don't agree with any of the options you've offered.
Your website states that refunds are available, and I purchased this item in good faith. Under these circumstances, I believe I am entitled to a full refund.
If you are unwilling to process a full refund, I will have no choice but to consider taking this matter further through the appropriate channels.
I would appreciate your prompt confirmation that a full refund will be issued.
*
Jane Kakavouri
On Sun, 5 Jul 2026, 23:30 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jane,
Thank you for getting in touch about your order #1418, the HONORIA
sporty three-piece tankini set in Teal and Red Floral, UK 10. I'm so
sorry the fit isn't right for you, I know it's frustrating when
something you were looking forward to doesn't work out. It's lovely to
hear it's only been tried on and is still in its original condition.
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 I just wanted to make these easier options available to you first,
rather than put you through any of that:
A 10% refund and you keep the item.
A free replacement in the size that works for you, and you keep the
original.
A £20 store credit and you keep the item.
Just let me know which of these you'd like, and if it's the
replacement, which size you'd like me to send.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Marlow
Thank you for your prompt reply.
Unfortunately, I cannot accept a 50% refund. The items are in the same
condition as when I purchased them and remain in perfect, resalable
condition. As I understand it, I am entitled to a full refund under
consumer law.
Whether you choose to have the items returned is your decision. However,
declining to have them returned does not remove your obligation to provide
a full refund when the items are in perfect, resalable condition.
I would appreciate your confirmation and the full refund being processed
within the next 24 hours.
Thank you for your understanding, and I look forward to your prompt
resolution of this matter.
Kind regards
Jane Kakavouri
On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com> wrote:
> Dear Jane,
>
> You are speaking with the owner, your message was escalated directly to
> me, and I want to handle this
> personally. I've read your exchange with Anna, and I agree with you:
> this should not have happened, and I am genuinely sorry you had to push
> this hard to be heard.
>
> I am not going to hide behind our policy. We normally don't offer
> cashback on a return where the item has been tried on, because 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, and we would rather spare you and the planet. But in your
> case, none of that matters more than making this right.
>
> So here is what I would like to do, as a one-time exception: a 50%
> refund on your original purchase, and you keep the HONORIA set. No need
> to return anything, no return shipping to arrange, and you'll have the
> money back on your original payment method within a few business days
> once I process it.
>
> If you'd like me to go ahead with the 50% refund, just reply here and
> I'll take care of it immediately. Again, I'm so sorry for what
> happened, and I appreciate you bringing this to me.
>
> Kind regards,
> Marlow
> Marlow London
>
>
>
>
> On Mon, Jul 6, 2026 at 00:42, Jane Kakavouri <jane.kakavouri@gmail.com>
> wrote:
>
>
>
> 1.
>
> I don't agree with any of the options you've offered.
>
> Your website states that refunds are available, and I purchased this
> item in good faith. Under these circumstances, I believe I am entitled to a
> full refund.
>
> If you are unwilling to process a full refund, I will have no choice
> but to consider taking this matter further through the appropriate channels.
>
> I would appreciate your prompt confirmation that a full refund will be
> issued.
>
>
> 2.
>
> Jane Kakavouri
>
>
>
> On Sun, 5 Jul 2026, 23:30 , <support@marlow-london.com> wrote:
>
> Hi Jane,
>
> Thank you for getting in touch about your order #1418, the HONORIA
> sporty three-piece tankini set in Teal and Red Floral, UK 10. I'm so
> sorry the fit isn't right for you, I know it's frustrating when
> something you were looking forward to doesn't work out. It's lovely to
> hear it's only been tried on and is still in its original condition.
>
> 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 I just wanted to make these easier options available to you first,
> rather than put you through any of that:
>
> A 10% refund and you keep the item.
> A free replacement in the size that works for you, and you keep the
> original.
> A £20 store credit
Dear Jane,
I completely understand, and you have every right to request a return
under consumer law. I am not disputing that.
However, per our return policy, return shipping is at your own expense
unless the item arrived damaged, faulty, or incorrect, and in your
case, the item was as described and tried on. I want to be transparent
about what that would look like: you would need to arrange and pay for
shipping back to our overseas supplier, which will cost you around £20,
and you would then wait for the parcel to arrive and be inspected
before a refund is issued.
Given the hassle, the cost, and the environmental impact of shipping a
perfectly good item back and forth across the world, I would like to
offer you a 60% refund on your original purchase instead, and you keep
the HONORIA set. No return shipping, no waiting, no risk of the parcel
getting lost. We normally never do this because our policy is firm on
returns where the item has been tried on, but I would rather close this
fairly for both of us than drag it out.
The choice is yours: return at your own expense for a full refund
once inspected, or take the 60% cashback now and keep the item. Either
way, I respect your decision.
Kind regards,
Marlow
Marlow London
On Mon, Jul 6, 2026 at 18:16, Jane Kakavouri <jane.kakavouri@gmail.com> wrote:Hi Marlow
Thank you for your prompt reply.
Unfortunately, I cannot accept a 50% refund. The items are in the same condition as when I purchased them and remain in perfect, resalable condition. As I understand it, I am entitled to a full refund under consumer law.
Whether you choose to have the items returned is your decision. However, declining to have them returned does not remove your obligation to provide a full refund when the items are in perfect, resalable condition.
I would appreciate your confirmation and the full refund being processed within the next 24 hours.
Thank you for your understanding, and I look forward to your prompt resolution of this matter.
Kind regards
Jane Kakavouri
On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Jane,
You are speaking with the owner, your message was escalated directly to me, and I want to handle this
personally. I've read your exchange with Anna, and I agree with you:
this should not have happened, and I am genuinely sorry you had to push
this hard to be heard.
I am not going to hide behind our policy. We normally don't offer
cashback on a return where the item has been tried on, because 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, and we would rather spare you and the planet. But in your
case, none of that matters more than making this right.
So here is what I would like to do, as a one-time exception: a 50%
refund on your original purchase, and you keep the HONORIA set. No need
to return anything, no return shipping to arrange, and you'll have the
money back on your original payment method within a few business days
once I process it.
If you'd like me to go ahead with the 50% refund, just reply here and
I'll take care of it immediately. Again, I'm so sorry for what
happened, and I appreciate you bringing this to me.
Kind regards,
Marlow
Marlow London
On Mon, Jul 6, 2026 at 00:42, Jane Kakavouri <jane.kakavouri@gmail.com (mailto:jane.kakavouri@gmail.com)> wrote:
*
I don't agree with any of the options you've offered.
Your website states that refunds are available, and I purchased this item in good faith. Under these circumstances, I believe I am entitled to a full refund.
If you are unwilling to process a full refund, I will have no choice but to consider taking this matter further through the appropriate channels.
I would appreciate your prompt confirmation that a full refund will be issued.
*
Jane Kakavouri
On Sun, 5 Jul 2026, 23:30 , <sup
I still don't agree with what you're saying but to close and complete this
issue I will accept 80% refund on my original card.
Thanks
Jane Kakavouri
On Tue, 7 Jul 2026, 00:45 , <support@marlow-london.com> wrote:
> Dear Jane,
>
> I completely understand, and you have every right to request a return
> under consumer law. I am not disputing that.
>
> However, per our return policy, return shipping is at your own expense
> unless the item arrived damaged, faulty, or incorrect, and in your
> case, the item was as described and tried on. I want to be transparent
> about what that would look like: you would need to arrange and pay for
> shipping back to our overseas supplier, which will cost you around £20,
> and you would then wait for the parcel to arrive and be inspected
> before a refund is issued.
>
> Given the hassle, the cost, and the environmental impact of shipping a
> perfectly good item back and forth across the world, I would like to
> offer you a 60% refund on your original purchase instead, and you keep
> the HONORIA set. No return shipping, no waiting, no risk of the parcel
> getting lost. We normally never do this because our policy is firm on
> returns where the item has been tried on, but I would rather close this
> fairly for both of us than drag it out.
>
> The choice is yours: return at your own expense for a full refund
> once inspected, or take the 60% cashback now and keep the item. Either
> way, I respect your decision.
>
> Kind regards,
> Marlow
> Marlow London
>
>
>
> On Mon, Jul 6, 2026 at 18:16, Jane Kakavouri <jane.kakavouri@gmail.com>
> wrote:
>
> Hi Marlow
>
> Thank you for your prompt reply.
>
> Unfortunately, I cannot accept a 50% refund. The items are in the same
> condition as when I purchased them and remain in perfect, resalable
> condition. As I understand it, I am entitled to a full refund under
> consumer law.
>
>
> Whether you choose to have the items returned is your decision. However,
> declining to have them returned does not remove your obligation to provide
> a full refund when the items are in perfect, resalable condition.
>
>
> I would appreciate your confirmation and the full refund being processed
> within the next 24 hours.
>
>
> Thank you for your understanding, and I look forward to your prompt
> resolution of this matter.
>
>
> Kind regards
>
>
> Jane Kakavouri
>
> On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com> wrote:
>
> Dear Jane,
>
> You are speaking with the owner, your message was escalated directly to
> me, and I want to handle this
> personally. I've read your exchange with Anna, and I agree with you:
> this should not have happened, and I am genuinely sorry you had to push
> this hard to be heard.
>
> I am not going to hide behind our policy. We normally don't offer
> cashback on a return where the item has been tried on, because 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, and we would rather spare you and the planet. But in your
> case, none of that matters more than making this right.
>
> So here is what I would like to do, as a one-time exception: a 50%
> refund on your original purchase, and you keep the HONORIA set. No need
> to return anything, no return shipping to arrange, and you'll have the
> money back on your original payment method within a few business days
> once I process it.
>
> If you'd like me to go ahead with the 50% refund, just reply here and
> I'll take care of it immediately. Again, I'm so sorry for what
&g
Hi Jane,
I completely understand, and I really appreciate you wanting to close this.
Because of our policy and ruleset based on the US from headquarters, we sadly have to hold the line on this one. By purchasing, you agreed to this policy at checkout, and the 60% cashback is the highest we are able to offer. I am not able to increase it further.
I know that is not the answer you were hoping for, and I genuinely wish I could say yes. We do not always win these situations, I am afraid.
The return option is still open if you prefer, you would ship back to our overseas supplier at your own expense (around £20), and once inspected the full refund would be processed. Though that will take a while to appear back on your card due to bank processing times.
Whichever path you choose, just let me know and I will have it arranged.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jul 7, 2026 at 17:46, Jane Kakavouri <jane.kakavouri@gmail.com> wrote:I still don't agree with what you're saying but to close and complete this issue I will accept 80% refund on my original card.
Thanks
Jane Kakavouri
On Tue, 7 Jul 2026, 00:45 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Jane,
I completely understand, and you have every right to request a return
under consumer law. I am not disputing that.
However, per our return policy, return shipping is at your own expense
unless the item arrived damaged, faulty, or incorrect, and in your
case, the item was as described and tried on. I want to be transparent
about what that would look like: you would need to arrange and pay for
shipping back to our overseas supplier, which will cost you around £20,
and you would then wait for the parcel to arrive and be inspected
before a refund is issued.
Given the hassle, the cost, and the environmental impact of shipping a
perfectly good item back and forth across the world, I would like to
offer you a 60% refund on your original purchase instead, and you keep
the HONORIA set. No return shipping, no waiting, no risk of the parcel
getting lost. We normally never do this because our policy is firm on
returns where the item has been tried on, but I would rather close this
fairly for both of us than drag it out.
The choice is yours: return at your own expense for a full refund
once inspected, or take the 60% cashback now and keep the item. Either
way, I respect your decision.
Kind regards,
Marlow
Marlow London
On Mon, Jul 6, 2026 at 18:16, Jane Kakavouri <jane.kakavouri@gmail.com (mailto:jane.kakavouri@gmail.com)> wrote:
Hi Marlow
Thank you for your prompt reply.
Unfortunately, I cannot accept a 50% refund. The items are in the same condition as when I purchased them and remain in perfect, resalable condition. As I understand it, I am entitled to a full refund under consumer law.
Whether you choose to have the items returned is your decision. However, declining to have them returned does not remove your obligation to provide a full refund when the items are in perfect, resalable condition.
I would appreciate your confirmation and the full refund being processed within the next 24 hours.
Thank you for your understanding, and I look forward to your prompt resolution of this matter.
Kind regards
Jane Kakavouri
On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Jane,
You are speaking with the owner, your message was escalated directly to me, and I want to handle this
personally. I've read your exchange with Anna, and I agree with you:
this should not have happened, and I am genuinely sorry you had to push
this hard to be heard.
I am not going to hide behind our policy. We normally don't offer
cashback on a return where the item has been tried on, because 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, and we would
I'll accept the 60% refund.
On Tue, 7 Jul 2026, 18:41 , <support@marlow-london.com> wrote:
> Hi Jane,
>
> I completely understand, and I really appreciate you wanting to close this.
>
> Because of our policy and ruleset based on the US from headquarters, we
> sadly have to hold the line on this one. By purchasing, you agreed to this
> policy at checkout, and the 60% cashback is the highest we are able to
> offer. I am not able to increase it further.
>
> I know that is not the answer you were hoping for, and I genuinely wish I
> could say yes. We do not always win these situations, I am afraid.
>
> The return option is still open if you prefer, you would ship back to our
> overseas supplier at your own expense (around £20), and once inspected the
> full refund would be processed. Though that will take a while to appear
> back on your card due to bank processing times.
>
> Whichever path you choose, just let me know and I will have it arranged.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Tue, Jul 7, 2026 at 17:46, Jane Kakavouri <jane.kakavouri@gmail.com>
> wrote:
>
> I still don't agree with what you're saying but to close and complete this
> issue I will accept 80% refund on my original card.
>
> Thanks
>
> Jane Kakavouri
>
> On Tue, 7 Jul 2026, 00:45 , <support@marlow-london.com> wrote:
>
> Dear Jane,
>
> I completely understand, and you have every right to request a return
> under consumer law. I am not disputing that.
>
> However, per our return policy, return shipping is at your own expense
> unless the item arrived damaged, faulty, or incorrect, and in your
> case, the item was as described and tried on. I want to be transparent
> about what that would look like: you would need to arrange and pay for
> shipping back to our overseas supplier, which will cost you around £20,
> and you would then wait for the parcel to arrive and be inspected
> before a refund is issued.
>
> Given the hassle, the cost, and the environmental impact of shipping a
> perfectly good item back and forth across the world, I would like to
> offer you a 60% refund on your original purchase instead, and you keep
> the HONORIA set. No return shipping, no waiting, no risk of the parcel
> getting lost. We normally never do this because our policy is firm on
> returns where the item has been tried on, but I would rather close this
> fairly for both of us than drag it out.
>
> The choice is yours: return at your own expense for a full refund
> once inspected, or take the 60% cashback now and keep the item. Either
> way, I respect your decision.
>
> Kind regards,
> Marlow
> Marlow London
>
>
>
> On Mon, Jul 6, 2026 at 18:16, Jane Kakavouri <jane.kakavouri@gmail.com>
> wrote:
>
> Hi Marlow
>
> Thank you for your prompt reply.
>
> Unfortunately, I cannot accept a 50% refund. The items are in the same
> condition as when I purchased them and remain in perfect, resalable
> condition. As I understand it, I am entitled to a full refund under
> consumer law.
>
>
> Whether you choose to have the items returned is your decision. However,
> declining to have them returned does not remove your obligation to provide
> a full refund when the items are in perfect, resalable condition.
>
>
> I would appreciate your confirmation and the full refund being processed
> within the next 24 hours.
>
>
> Thank you for your understanding, and I look forward to your prompt
> resolution of this matter.
>
>
> Kind regards
>
>
> Jane Kakavouri
>
> On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com> wrote:
Hi Jane,
Thank you for your reply. The 60% refund has been processed and will appear back on your original payment method within 3 to 5 business days.
I am sorry again for the inconvenience.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jul 7, 2026 at 22:17, Jane Kakavouri <jane.kakavouri@gmail.com> wrote:I'll accept the 60% refund.
On Tue, 7 Jul 2026, 18:41 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jane,
I completely understand, and I really appreciate you wanting to close this.
Because of our policy and ruleset based on the US from headquarters, we sadly have to hold the line on this one. By purchasing, you agreed to this policy at checkout, and the 60% cashback is the highest we are able to offer. I am not able to increase it further.
I know that is not the answer you were hoping for, and I genuinely wish I could say yes. We do not always win these situations, I am afraid.
The return option is still open if you prefer, you would ship back to our overseas supplier at your own expense (around £20), and once inspected the full refund would be processed. Though that will take a while to appear back on your card due to bank processing times.
Whichever path you choose, just let me know and I will have it arranged.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jul 7, 2026 at 17:46, Jane Kakavouri <jane.kakavouri@gmail.com (mailto:jane.kakavouri@gmail.com)> wrote:
I still don't agree with what you're saying but to close and complete this issue I will accept 80% refund on my original card.
Thanks
Jane Kakavouri
On Tue, 7 Jul 2026, 00:45 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Jane,
I completely understand, and you have every right to request a return
under consumer law. I am not disputing that.
However, per our return policy, return shipping is at your own expense
unless the item arrived damaged, faulty, or incorrect, and in your
case, the item was as described and tried on. I want to be transparent
about what that would look like: you would need to arrange and pay for
shipping back to our overseas supplier, which will cost you around £20,
and you would then wait for the parcel to arrive and be inspected
before a refund is issued.
Given the hassle, the cost, and the environmental impact of shipping a
perfectly good item back and forth across the world, I would like to
offer you a 60% refund on your original purchase instead, and you keep
the HONORIA set. No return shipping, no waiting, no risk of the parcel
getting lost. We normally never do this because our policy is firm on
returns where the item has been tried on, but I would rather close this
fairly for both of us than drag it out.
The choice is yours: return at your own expense for a full refund
once inspected, or take the 60% cashback now and keep the item. Either
way, I respect your decision.
Kind regards,
Marlow
Marlow London
On Mon, Jul 6, 2026 at 18:16, Jane Kakavouri <jane.kakavouri@gmail.com (mailto:jane.kakavouri@gmail.com)> wrote:
Hi Marlow
Thank you for your prompt reply.
Unfortunately, I cannot accept a 50% refund. The items are in the same condition as when I purchased them and remain in perfect, resalable condition. As I understand it, I am entitled to a full refund under consumer law.
Whether you choose to have the items returned is your decision. However, declining to have them returned does not remove your obligation to provide a full refund when the items are in perfect, resalable condition.
I would appreciate your confirmation and the full refund being processed within the next 24 hours.
Thank you for your understanding, and I look forward to your prompt resolution of this matter.
Kind regards
Jane Kakavouri
On Mon, 6 Jul 2026, 14:50 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Jane,
You are speaking with the owner, your message was escalated directly to me, and