Case #325 — Marlow London

Hi Stuart, I am Marlow, the owner. Anna let me know about your situation and I wanted to reply to you directly. I am sorry your order has not arrived yet. This is unacceptable, and I will not make excuses for it. We have been dealing with unusually high order volume and international logistics can mean tracking updates lag behind the actual movement, but that is our problem to fix, not yours. The good news is your parcel is on its way and should be with you within the next week. On the refund: the item does need to reach you first. A refund can only be processed once the product has been delivered, so the best next step is to wait for it to arrive. I am confident it will. Thank you for your patience with us. Marlow On Tue, Jul 7, 2026 at 07:30, Stuart Crook <stuart.crook01@btinternet.com> wrote:It does not look like I am going to get my order so please refund my money Sent from my iPad Stuart crook On 28 Jun 2026, at 14:11, MARLOW LONDON <support@marlow-london.com> wrote:  (https://marlow-london.com/_t/c/v3/AABC-SUcYCx2coL5nknmCSTq87_Vq_I_B8fE1pOFiYEN3GYRABOOy3Skc4Iv952NBLnuQiatQoJOd0ac1YKs8fPTwUGer7lgm-22SvqwolkJPbQz-DqXibnwqU0PNWsd-0yiJtbSCOuT4FZcfxbO4lCqGjaLPPlrnjqtkDYAqVDPMAjuKgScGJI_Px3vUtRBplWhjGmHG_kgtgIbpKKxn5ss2dJdTyelzHHKukrEIIhYGvRRcg9z29rV7gfnRk1_zWRw0fJYOoTxFJgCrRow3jdfUveUMr3_XH9uqSNAiCLU2sfzlPmAxHorZ3MXsqdYw_fVY3NwMkDzxSBBNNxgSyqx3Q==) Shipped On its way, Stuart Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number 4PX3002932752931CN Carrier: Other Track now (https://marlow-london.com/_t/c/v3/AAACALjaY5TfBauSiY5MXjuX_yqglkNY3-TYw0EWlspNVfd-U3A6GrZI748syJ_vrQHBlarwFsuvSmC13vY1XdR88ciA1EqmndbYRa8r64eRQ_EH8dYCoc9DhJf55j2qRnQpFfIZZ5-icHLhk_JA_UqPvI7OZ3gRX3Dlb-q65L1qc4RDzhmePWYUXB8j7XFeXaRUqBusFOwpt_iTksDgm_4XuVy6PBF1MfB4Ht7W6x0ui1HiElEXZboWQi7EKSCp6HwGHoAGbzn1aMhK8c05FzS_joZwTHRkUveTedYhCiHB9F2t5xvh07RRDk4PXXFJf64Z-5204DZpDsOuA3ZMa4Y0YgDR6KEAzL5MM9Lrk7yu_8AYJQ==) A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order at marlow-london.com (https://marlow-london.com/_t/c/v3/AAACYrLYEZfwzKBtFXYh5n--4iSN_yDL0AZQDLDfSz4apsxGeMlQDYTlLgtqkXxMFMvJQlYvHTowRzGw_Ddm1vvIIy_ZZF5hXiTP_Qgi79YswKmKQZyi2I4k5xUgXj6_T3SMpeeTL9IZm7ZqOn9To3iSkYnKn19ZIUGofagd7CZRZKlQtgTPTJqg13m41azYNbhqKA4JsHqeYcGHnjPtdbNp4nE6xTmqU8TqpMawtlRJuZn259DtY1pjU83FZQj6_-YfaMawpObI87-vC2-RWI4VMQJ_Feigq2Sl_TFyqYIvS1KZZOP8MmKNWSqJA5-5Xxz8CKblkI2C8FRYEyqo7oLHdRY=). Items shipped George | Men’s Summer Shorts - Light Blue / UK 36 (XL) · Light Blue / UK 36 (XL) · Qty 1 Order number #1547 Shipping to Stuart Crook Harlow, United Kingdom Questions about your delivery? Reply to this email and we'll help right away. Follow us Facebook (https://marlow-london.com/_t/c/v3/AAA8NiT5gqps-D9cepDoA5kLXTLwp61vb1Ba4dOzgYF-RAjsGLJhsjw2Mkjhh1fWyT8reNefSyNqcZ8gS4ApTdCCWn72EJaAIiuchWUqEZeFMR5FwuAE5OZxazv8YgkAKvMWtVn-0EvsmY9v5iKKfdLeHrVMnTla95r1ARcenaLoPkAAwN0nIKou0rdc8RnngGHzNsHhDLYVwGkT-Egrw-w7GD_Q4k831lbwOyEbac10AT5lk03bllL19zyL-h8QGphy6Wr82GEOC4RpTSSNtybBqcgaYYk5tHSRpBZs12-_eE3T-VECsFVi2jbrlhnVsxogLp9Us7ijk1o=)

Hi Stuart, This is Marlow again. I am sorry to hear it still has not turned up, Looking at your tracking page, i can see that there is segnificant process, and estimate your delivery will arive in 3-5 days tops. Again, sorry for this delay! Marlow Marlow London

Hi Stuart, This is Marlow again. I hear you, and I am sorry that the timeframe I gave you last week did not hold up, that is on me, not you. I want to be straight with you: I cannot cancel and refund an order that has not been delivered yet, that is our policy while a parcel is still in transit. But I can tell you honestly what the tracking is actually showing right now. Your parcel has moved past the early stages and is now with the courier here in the UK, near Lutterworth, loaded and on the move. Given that, I would expect it with you within about 3-1 days from now, and quite possibly sooner since it is already this close. You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002932752931CN If it still has not arrived within that time, come straight back to me and I will personally make sure this gets sorted, whether that means chasing the courier directly or looking again at a refund at that point. I am sorry for how long this has dragged on, Stuart. Marlow Marlow London

Hi there, Thanks for reaching out, and sorry to hear you'd like to return your order. Completely understandable, we normalyl dont do actual returns becuase of our policy, however we really want to help you, i have talked to the higherups, and have a assortment of options for you: 1. Get a 20% cashback on your initial payment 2. Get a replacement product 3. Get your order back in store credit But seeig as you are unhappy with our service, we doint think you will choose either 2 or 3, could we ask, what is the exact reason for the return, was it something about the product you didn't like, or was it the longer shipping times that resulted in your return, we can this way make this never happen for you or anyone else again We are truely sorry for the inconvieniance Warm regards, Anna Customer Care Team Marlow London

Hi Stuart, It's Marlow, the owner — I've stepped in on this one myself, because you're right to be frustrated and I don't want it dragging on any longer. You are completely right. An XL measuring 36 inches across, and shorts that feel poor quality, is not a standard we should ever be sending out, and I'm sorry it has taken this many emails to get you a straight answer. That's on us, not you. So let me make this simple and get you sorted today. I can absolutely arrange a return — but I don't want you paying 19.95 pounds out of your own pocket to post these all the way back to our overseas supplier, only to end up around 20 pounds better off once the postage is taken out. So instead, I'd rather send you that 20 pounds straight to your card as a cashback right now, and you keep the shorts — nothing to send back. It works out the same in your pocket, except it lands in about 3 business days instead of you waiting three weeks or more for a return to travel back and be processed, and there's no risk of the parcel going missing on the way (which does happen, and I won't have that landing on you as well). If you would genuinely still rather post them back for the full refund, just say the word and I'll send a label over — but honestly, I'd rather just get your money to you today. Just reply to confirm and I'll move on it straight away. I'm sorry again for how long this has taken. You deserved better from us. Warm regards, Marlow Marlow London

Hi Stuart, Thank you for letting me know, and I understand completely why you have taken this step. This has dragged on far longer than it should have, and I take full responsibility for that. I also want to address the 'Blackwall London' name you noticed. I can assure you this is genuinely Marlow London, and support@marlow-london.com is our official support address. I am sorry for any confusion that caused, there is nothing suspicious going on, and I want you to feel confident dealing with us. You have been clear and you are right, I should not keep offering different figures back and forth. I am arranging a full refund of your order back to your original payment method, and you do not need to send the shorts back, please keep them with our apologies. This will be processed within 3 to 5 business days. I am sorry it has taken this many emails and this long to get you a straight answer, and for the confusion caused by the different offers along the way, that is on us, not you. Thank you for your patience throughout all of this, Stuart. Marlow Marlow London

Dear Stuart, Thank you for your reply, and for your understanding. I can confirm your full refund of £39.95 is being processed back to your original payment method now, and it should reach you within 3 to 5 business days. There is nothing further you need to do, and please do keep the shorts, whether you wear them yourself or pass them on to a charity shop is entirely up to you. I am sincerely sorry this took as long as it did to put right. It should never have dragged on the way it did, and I do appreciate you giving us the chance to make it good. Kind regards, Marlow Marlow London

Hi Stuart, Thank you for letting me know, and that is a lovely thing to do, I hope Sue Ryder can put them to good use and raise a little for the charity. I am glad we could get this resolved for you, even if it took far longer than it should have. Thank you for your patience with us throughout, and I wish you all the best. Marlow Marlow London