Case #323 — Marlow London

Regarding Kerenza swimsuit was slightly disappointed with quality but would have kept. Unfortunately is not at all flattering so would not wear You advertise free returns and when I checked prior to ordering it did say buyer was responsible for return shipping but since buying from a company advertising as London, I naively assumed I would be returning to the UK your information lacks transparency although I am sure that it is legal. It is interesting that you do not appear to have shipping costs when sending one would assume it costs the same to deliver as to return Given the general lack of transparency, I have decided not to return the swimsuit due to lack of trust in your procedures and the worry that I could well end up £60 out of pocket rather than the £40 that I am currenly. I obviously will not be ordering products from you again and will be sharing this experience with my friends and family. Regards Sara Mackie ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, 04 July 2026 18:35:30 To: sara_mackie@hotmail.co.uk <sara_mackie@hotmail.co.uk> Subject: Re: New customer message on 4 July 2026 at 17:17 Dear Sara, Thank you for reaching out, and I'm sorry to hear that the Kerenza swimsuit wasn't suitable for you. Before we go ahead with a return, I'd love to see if there's another way we can help. Could you please let us know the reason the swimsuit wasn't suitable? For example, was it the size, the fit, the style, or something else? Depending on the reason, we may be able to offer you a free replacement in a different size, a partial cashback so you can keep the item, or, if you would still prefer, we can of course arrange a return. Please note that if you choose to return the item, it must be sent back to our overseas warehouse within 30 days of delivery, in its original and unworn condition. Return shipping costs (£19.95) are the responsibility of the customer, and refunds are processed within 3–5 business days after the parcel has been received and inspected by our supplier. Once we know a little more about the reason for the return, we'll be happy to guide you towards the best solution. Warm regards, Anna Customer Care Team Marlow London On Sat, Jul 4, 2026 at 18:17, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: You received a new message from your online store's contact form. Country Code: GB Name: Email: sara_mackie@hotmail.co.uk Body: Order #1427 Kerenza swimsuit Ordered 19/06/26 delivered 03/06/26 Not suitable return and refund required pleae

A four pound refund is odd but better in my account than yours I suppose. More importantly I hope that you will alter your refund terms and conditions on site to accurately reflect costs involved. Since currently I feel I have been scammed Sara Mackie Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Monday, 06 July 2026 22:45:24 To: Sara Mackie <sara_mackie@hotmail.co.uk> Subject: Re[2]: New customer message on 4 July 2026 at 17:17 Dear Sara, Your case was escalated directly to me, and I want to handle this personally. You are right. The way the return policy is presented, and the gap between a London address and an overseas return route, is not clear enough. I'm sorry it wasn't clearer, and sorrier still that it has shaken your trust in us. That is completely unacceptable to me. As a small gesture of goodwill, I'd like to issue you a 10% cashback on your KERENZA swimsuit. You keep the item, no return needed. I won't ask you to trust our procedures again, but if you do manage to give us another chance, we will make sure everything is right from the start. No more surprises. I'm sorry for the experience, and I mean that. Even if this is where we part ways, the feedback you gave us about the returns information is being acted on. It matters. Kind regards, Marlow Marlow London On Mon, Jul 6, 2026 at 17:53, Sara Mackie <sara_mackie@hotmail.co.uk> wrote: Regarding Kerenza swimsuit was slightly disappointed with quality but would have kept. Unfortunately is not at all flattering so would not wear You advertise free returns and when I checked prior to ordering it did say buyer was responsible for return shipping but since buying from a company advertising as London, I naively assumed I would be returning to the UK your information lacks transparency although I am sure that it is legal. It is interesting that you do not appear to have shipping costs when sending one would assume it costs the same to deliver as to return Given the general lack of transparency, I have decided not to return the swimsuit due to lack of trust in your procedures and the worry that I could well end up £60 out of pocket rather than the £40 that I am currenly. I obviously will not be ordering products from you again and will be sharing this experience with my friends and family. Regards Sara Mackie ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Saturday, 04 July 2026 18:35:30 To: sara_mackie@hotmail.co.uk <sara_mackie@hotmail.co.uk> Subject: Re: New customer message on 4 July 2026 at 17:17 Dear Sara, Thank you for reaching out, and I'm sorry to hear that the Kerenza swimsuit wasn't suitable for you. Before we go ahead with a return, I'd love to see if there's another way we can help. Could you please let us know the reason the swimsuit wasn't suitable? For example, was it the size, the fit, the style, or something else? Depending on the reason, we may be able to offer you a free replacement in a different size, a partial cashback so you can keep the item, or, if you would still prefer, we can of course arrange a return. Please note that if you choose to return the item, it must be sent back to our overseas warehouse within 30 days of delivery, in its original and unworn condition. Return shipping costs (£19.95) are the responsibility of the customer, and refunds are processed within 3–5 business days after the parcel has been received and inspected by our supplier. Once we know a little more about the reason for the return, we'll be happy to guide you towards the best solution. Warm regards, Anna Customer Care Team Marlow London On Sat, Jul 4, 2026 at 18:17, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote: