Case #321 — Marlow London

Hi Tanya, Thank you for getting in touch, and I'm really sorry the bottoms weren't as described on the product page. I can imagine how disappointing that is when you ordered expecting the drawstring and pockets. I've found your order #1455 for the HONORIA tankini in Navy Blue, UK 16 (2XL), is that the one you meant? Just want to confirm I'm looking at the right order before we go any further. So we can look into this properly with our supplier, would you mind replying with a quick photo of the bottoms showing what's missing? As soon as I have that I'll pass it to our team and we'll get it sorted for you. Looking into it for you, Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 15:39, Tanya Robinson <tlrobinson09@gmail.com> wrote: I am writing to request a return for the item i purchased on the above order number. The item was not as described , the bottoms did not have a drawstring or pockets as shown. Please advise on how i return this product for a full refund. Regards Tanya Robinson Sent from my iPhone

Dear Tanya, Thank you so much for sending the photos over, and for confirming the order number. That really helps. I have looked at the photos closely and you are absolutely right. The drawstring is not there and the pockets are missing. That is not what the HONORIA tankini should look like at all, and I am genuinely sorry this is what arrived to you. I have already flagged this with our supplier so they can check their quality control on this batch. Now, rather than asking you to ship the item back to our overseas supplier, which would add unnecessary miles and emissions and carry the risk of a lost parcel that we would rather spare you and the planet, I would much rather sort this out in a way that works for you without the hassle. The best option, and the one I really recommend, is this: just say the word and we will have the right HONORIA tankini, complete with drawstring and pockets exactly as it should be, on its way to you at no cost whatsoever. You are very welcome to keep the current one, no return needed. If for any reason you would prefer a different route, I can also offer a 10% refund on your purchase while you keep the item, or £20 in store credit to use on your next order, again with no need to return anything. I am truly sorry for the inconvenience, Tanya. Whatever you choose, I want to make sure this ends as smoothly as possible for you. Warm regards, Anna Customer Care Team Marlow London On Tue, Jul 7, 2026 at 14:42, Tanya Robinson <tlrobinson09@gmail.com> wrote:Anna Yes that is the correct order.. please see attached the screenshot of the order and a picture of the bottoms that arrived. Sent from my iPhone On 6 Jul 2026, at 14:55, support@marlow-london.com wrote:  Hi Tanya, Thank you for getting in touch, and I'm really sorry the bottoms weren't as described on the product page. I can imagine how disappointing that is when you ordered expecting the drawstring and pockets. I've found your order #1455 for the HONORIA tankini in Navy Blue, UK 16 (2XL), is that the one you meant? Just want to confirm I'm looking at the right order before we go any further. So we can look into this properly with our supplier, would you mind replying with a quick photo of the bottoms showing what's missing? As soon as I have that I'll pass it to our team and we'll get it sorted for you. Looking into it for you, Warm regards, Anna Customer Care Team Marlow London On Mon, Jul 6, 2026 at 15:39, Tanya Robinson <tlrobinson09@gmail.com> wrote: I am writing to request a return for the item i purchased on the above order number. The item was not as described , the bottoms did not have a drawstring or pockets as shown. Please advise on how i return this product for a full refund. Regards Tanya Robinson Sent from my iPhone [INTERNAL — 2 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/15d92fe72580bfc779348516b248bbd9_email.mijndomein.nl/0-image0.png, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/15d92fe72580bfc779348516b248bbd9_email.mijndomein.nl/1-image1.jpg — NEVER reveal these file paths or mention reading a file to the customer.]

Hi Tanya, Thank you for confirming, and I am sorry again that the bottoms did not arrive as they should have. I completely understand wanting a replacement rather than dealing with sending anything back. I am arranging for a replacement HONORIA tankini bottoms in Navy Blue, UK 16 (2XL) to be sent out to you now, at no cost. Before it goes out I am also double checking with our supplier that this issue with the missing drawstring and pockets has been sorted on their end, so the one on its way to you is correct this time. The replacement will be sent to the same address as your original order, so no need to do anything else unless you would like it sent somewhere different, in which case just let me know. You will get a confirmation email with tracking as soon as it dispatches. Thank you so much for your patience with this, Tanya. I will follow up once it is on its way. Warm regards, Anna Customer Care Team Marlow London

Hi Tanya, I'm sorry, and thank you for chasing this. I've looked back over your order and I can't see that the replacement bottoms actually went out to you as they should have - that's on us, and I completely understand your frustration given how long this has now dragged on. I've flagged this today with our dispatch team to get the correct HONORIA bottoms in Navy Blue, UK 16 (2XL) sent to you as a priority, at no cost. As soon as it's on its way I'll come straight back to you with tracking. Thank you for your patience with this, Tanya, and I'm sorry it's taken this long. Warm regards, Anna Customer Care Team Marlow London