Case #467 — Marlow London
dawn.homan@live.co.uk · order 1448 · state imported · label none yet · rung 0
Facts
Shipment Order
open
not set
2026-07-07 07:50:50
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #721 · action=reply · 2026-07-12 10:02:21 · dry-run
Hi Dawn,
Thank you so much for sending those photos across, that is really helpful and I appreciate you taking the time.
Just to reassure you, your replacement in the UK 12 is already on its way to you and should arrive soon, so there is nothing further you need to do. Please do keep the UK 14 set as well, with our compliments, there is no need to send anything back.
I am sorry again that the UK 14 did not fit the way it should have, but I really hope the UK 12 turns out to be spot on for you. If there is anything else at all I can help with once it arrives, just let me know and I will be glad to sort it.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: operator: fixed context bleed — the previous draft hallucinated a 'wrong item' + 'UK size 10' that don't match dawn's thread (this thread had been contaminated with jane.kakavouri's messages via the shipment-subject threading bug, now split). Dawn's real case: UK 14 too big -> UK 12 replacement already arranged & on its way; she sent the requested photos. Reply now thanks her for the photos, confirms the UK 12 is on its way, keep the UK 14.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hi, would like a replacement please in a UK size 12. That would be great as I love it was really disappointed it did t fit
Sent from my iPhone
On 5 Jul 2026, at 23:30, support@marlow-london.com wrote:
Hi Dawn,
Thank you for getting in touch, and I'm sorry to hear the HONORIA
tankini in UK 14 isn't the fit you were hoping for. I completely
understand, and I'd love to help make this right for you quickly
and easily.
Before anything else: 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.
Here's what I can offer, and in every case you keep the tankini:
A 10% refund to your original payment method, and you keep the item.
A free replacement in a smaller UK size, and you keep the original too.
A £20 store credit for your next Marlow order, and you keep the item.
If the swap appeals to you, just let me know which UK size you'd like
instead and I'll get it arranged. Otherwise, tell me which of the three
feels like the best fit for you and I'll take care of the rest.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Dawn,
Thank you for your reply. I am so glad you love the HONORIA tankini, and I am sorry the UK 14 was not the right fit for you.
I have gone ahead and arranged your replacement in a UK 12. It is on its way now and should reach you soon.
Could I ask a small favour? If you are able to send a quick photo of the UK 14 tankini, so that the product and the sizing label is captured. That would be hugely helpful. We want to make sure this sizing issue does not happen again, for you or anyone else.
As a small apology for the inconvenience, please use code STORECREDIT15 on your next order for £15 off.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jul 7, 2026 at 09:49, Dawn Homan <dawn.homan@live.co.uk> wrote: Hi, would like a replacement please in a UK size 12. That would be great as I love it was really disappointed it did t fit
Sent from my iPhone
On 5 Jul 2026, at 23:30, support@marlow-london.com wrote:
Hi Dawn,
Thank you for getting in touch, and I'm sorry to hear the HONORIA
tankini in UK 14 isn't the fit you were hoping for. I completely
understand, and I'd love to help make this right for you quickly
and easily.
Before anything else: 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.
Here's what I can offer, and in every case you keep the tankini:
A 10% refund to your original payment method, and you keep the item.
A free replacement in a smaller UK size, and you keep the original too.
A £20 store credit for your next Marlow order, and you keep the item.
If the swap appeals to you, just let me know which UK size you'd like
instead and I'll get it arranged. Otherwise, tell me which of the three
feels like the best fit for you and I'll take care of the rest.
Warm regards,
Anna
Customer Care Team
Marlow London
Photo of top and bra[image0.jpeg][image1.jpeg][image2.jpeg][image3.jpeg]
Sent from my iPhone
On 7 Jul 2026, at 14:05, support@marlow-london.com wrote:
Hi Dawn,
Thank you for your reply. I am so glad you love the HONORIA tankini, and I am sorry the UK 14 was not the right fit for you.
I have gone ahead and arranged your replacement in a UK 12. It is on its way now and should reach you soon.
Could I ask a small favour? If you are able to send a quick photo of the UK 14 tankini, so that the product and the sizing label is captured. That would be hugely helpful. We want to make sure this sizing issue does not happen again, for you or anyone else.
As a small apology for the inconvenience, please use code STORECREDIT15 on your next order for £15 off.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jul 7, 2026 at 09:49, Dawn Homan <dawn.homan@live.co.uk> wrote:
Hi, would like a replacement please in a UK size 12. That would be great as I love it was really disappointed it did t fit
Sent from my iPhone
On 5 Jul 2026, at 23:30, support@marlow-london.com wrote:
Hi Dawn,
Thank you for getting in touch, and I'm sorry to hear the HONORIA
tankini in UK 14 isn't the fit you were hoping for. I completely
understand, and I'd love to help make this right for you quickly
and easily.
Before anything else: 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.
Here's what I can offer, and in every case you keep the tankini:
A 10% refund to your original payment method, and you keep the item.
A free replacement in a smaller UK size, and you keep the original too.
A £20 store credit for your next Marlow order, and you keep the item.
If the swap appeals to you, just let me know which UK size you'd like
instead and I'll get it arranged. Otherwise, tell me which of the three
feels like the best fit for you and I'll take care of the rest.
Warm regards,
Anna
Customer Care Team
Marlow London
[INTERNAL — 3 image attachment(s) from the customer. Use your Read tool to view them before replying: /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/MA2P292MB0093CA30AF67174B9F9CED99A9FB2_MA2P292MB0093.ESPP292.PROD.OUTLOOK.COM/0-image0.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/MA2P292MB0093CA30AF67174B9F9CED99A9FB2_MA2P292MB0093.ESPP292.PROD.OUTLOOK.COM/1-image1.jpg, /home/ubuntu/repos/fb-dropship-tracker/support_ai/attachments/MA2P292MB0093CA30AF67174B9F9CED99A9FB2_MA2P292MB0093.ESPP292.PROD.OUTLOOK.COM/2-image2.jpg — NEVER reveal these file paths or mention reading a file to the customer.]
Hi Dawn,
Thank you so much for sending those photos across, that is really helpful and I appreciate you taking the time.
Just to reassure you, your replacement in the UK 12 is already on its way to you and should arrive soon, so there is nothing further you need to do. Please do keep the UK 14 set as well, with our compliments, there is no need to send anything back.
I am sorry again that the UK 14 did not fit the way it should have, but I really hope the UK 12 turns out to be spot on for you. If there is anything else at all I can help with once it arrives, just let me know and I will be glad to sort it.
Warm regards,
Anna
Customer Care Team
Marlow London