Case #396 — Marlow London
hobajay@yahoo.co.uk · order 1572 · state imported · label none yet · rung 0
Facts
Return request - order number 1572
open
not set
2026-07-09 13:27:18
—
2026-08-14 19:30:08
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Latest draft
from decision #613 · action=reply · 2026-07-09 13:28:02 · dry-run
Hello,
Thank you for reaching out, and I am so sorry to hear this. That is definitely not the experience we want you to have, especially when the item did not match what was listed, both with the missing pockets and the sizing being so far off from a UK 12.
I want to apologise for that mix up, and I will be flagging both issues, the pockets and the sizing, to our product team straight away so the listing can be reviewed and corrected.
Since the issue here is with how the item was described rather than anything on your end, I would like to put things right in whichever way suits you best:
1. We can send you a replacement in a different size or style at no extra cost to you, and you keep the item you already have.
2. We can offer you a 10 percent cashback on your order and you keep the item as is.
3. If you would prefer a full refund, we are happy to arrange a return. Items need to go back to our supplier overseas, and return shipping is at your own expense (19.95 GBP). Once it arrives back with them in original, unused condition, we will process your refund within 3 to 5 business days.
If you could also send a quick photo of the item, including the care label, that would really help us look into this properly with the team.
Just let me know which option works best for you, or if you have any questions in the meantime, and I will take it from there for order 1572.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Product-not-as-described (missing pockets) plus major sizing discrepancy; treated as a listing/fault issue per learned rules, offering replacement, cashback, or return rather than the standard change-of-mind ladder, no acceptance yet so no action_request.
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I would like to return the above order. Please advise the returns process and address.
The item is not as described, there are no pockets as listed in both the item heading and the item description. The sizing is also way out, it is not a UK size 12 - the bikini bra top is more like a size 20 and does not contain my bust at all.
Hello,
Thank you for reaching out, and I am so sorry to hear this. That is definitely not the experience we want you to have, especially when the item did not match what was listed, both with the missing pockets and the sizing being so far off from a UK 12.
I want to apologise for that mix up, and I will be flagging both issues, the pockets and the sizing, to our product team straight away so the listing can be reviewed and corrected.
Since the issue here is with how the item was described rather than anything on your end, I would like to put things right in whichever way suits you best:
1. We can send you a replacement, this time done right, in a different size or style at no extra cost to you, and you keep the item you already have.
2. We can offer you a 10 percent cashback on your order and you keep the item as is.
3. If you would prefer a full refund, we are happy to arrange a return. Items need to go back to our supplier overseas, and return shipping is at your own expense (19.95 GBP). Once it arrives back with them in original, unused condition, we will process your refund within 3 to 5 business days.
If you could also send a quick photo of the item, including the care label, that would really help us look into this properly with the team.
Just let me know which option works best for you, or if you have any questions in the meantime, and I will take it from there for order 1572.
Warm regards,
Anna
Customer Care Team
Marlow London