Case #473 — Marlow London

Hi I have just received my order but unfortunately neither of the items fit me. I would request a returns label please. I will need to return both items. Thank you Emma Harradine Order number #1510

Thank you Anna but I would like to return both items for a refund please. Many thanks Emma Harradine > On 13 Jul 2026, at 20:43, support@marlow-london.com wrote: > > Hi Emma, > > Thanks for reaching out, and I'm sorry to hear neither of the two tankini sets fit you. > > Good news, we can sort this for you without any return needed. We'll send you the correct size for both your Honoria Sporty Three-Piece Tankini Sets, the Fuchsia one and the Teal and Red Floral one, and you're welcome to keep the ones you already have, free of charge. > > Could you let me know which size you'd like instead for each one? And if you'd rather not exchange and would prefer to look at other options instead, just let me know and I can help with that too. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thanks for the offer but no I would still like a full refund please. Thank you. Emma Harradine > On 13 Jul 2026, at 21:54, support@marlow-london.com wrote: > > Hi Emma, > > Thanks for letting me know, and no worries at all. > > Before we go ahead with a full return, I'd love to see if one of these works better for you, since a return means posting both sets all the way back to our overseas supplier at your own cost: > > 1. A 10% cashback on your order and you keep both tankini sets > 2. 100 pounds store credit toward a future order and you keep both tankini sets > > Either of these means no need to send anything back at all. If neither of those appeals, just let me know and I can look at other options with you too. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thanks Anna. I’m now liaising with you on another email thread! I must have clicked on a link in one of my order confirmations that gave me you old email address. When I hadn’t heard back I looked your website and got the new address. Hope this helps. Sorry I can’t remember which link I clicked on! Emma > On 13 Jul 2026, at 22:21, support@marlow-london.com wrote: > > Hi Emma, > > Thanks so much for getting in touch about your return for order #1510. You have absolutely reached us, and I would be very happy to help you sort it out. > > One quick heads-up: the address you wrote to (reinier@driftwoodprint.com) is an old inbox of ours that we no longer actively monitor, so messages can be slow to reach us there. Our correct, actively-monitored support address is support@marlow-london.com. If you simply reply straight to this email, it comes to the right place and I will get your return moving for you. > > If you have a moment, would you mind telling me where you came across that older address (an order confirmation, a receipt, our website, somewhere else)? It genuinely helps us to know, so we can update it and make sure other customers reach the right place first time too. > > Either way, just reply here and I will take care of your return. > > Warm regards, > Anna > Customer Care Team > Marlow London

Please send me the return address. I will then send back to you with all the postal insurance and tracked to ensure the items get back to you. I will then expect a full refund. Thank you. Emma Harradine > On 13 Jul 2026, at 22:25, Emma Harradine <emmaharradine71@gmail.com> wrote: > > Thanks for the offer but no I would still like a full refund please. > Thank you. > Emma Harradine > >> On 13 Jul 2026, at 21:54, support@marlow-london.com wrote: >> >> Hi Emma, >> >> Thanks for letting me know, and no worries at all. >> >> Before we go ahead with a full return, I'd love to see if one of these works better for you, since a return means posting both sets all the way back to our overseas supplier at your own cost: >> >> 1. A 10% cashback on your order and you keep both tankini sets >> 2. 100 pounds store credit toward a future order and you keep both tankini sets >> >> Either of these means no need to send anything back at all. If neither of those appeals, just let me know and I can look at other options with you too. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

So it would appear you don’t like refunding people’s money. You have gone to extraordinary lengths to not refund me by offering other deals to buy more from your site. Please would you send me return address details by the end of the day tomorrow please so I can return the items that don’t fit. Thank you. Emma Harradine > On 14 Jul 2026, at 11:20, Emma Harradine <emmaharradine71@gmail.com> wrote: > > Please send me the return address. > I will then send back to you with all the postal insurance and tracked to ensure the items get back to you. > I will then expect a full refund. > Thank you. > Emma Harradine > >> On 13 Jul 2026, at 22:25, Emma Harradine <emmaharradine71@gmail.com> wrote: >> >> Thanks for the offer but no I would still like a full refund please. >> Thank you. >> Emma Harradine >> >>>> On 13 Jul 2026, at 21:54, support@marlow-london.com wrote: >>> >>> Hi Emma, >>> >>> Thanks for letting me know, and no worries at all. >>> >>> Before we go ahead with a full return, I'd love to see if one of these works better for you, since a return means posting both sets all the way back to our overseas supplier at your own cost: >>> >>> 1. A 10% cashback on your order and you keep both tankini sets >>> 2. 100 pounds store credit toward a future order and you keep both tankini sets >>> >>> Either of these means no need to send anything back at all. If neither of those appeals, just let me know and I can look at other options with you too. >>> >>> Warm regards, >>> Anna >>> Customer Care Team >>> Marlow London

Dear Marlow London, I notified you within your returns period that I wished to return my order for a refund. I have repeatedly requested your returns address but you have failed to provide one. I remain ready and willing to return the goods, which remain unused and in their original packaging. Unless you provide your return instructions and process my refund within 7 days, I will pursue a chargeback through my bank and report this matter to the relevant consumer authorities. This email will be relied upon as evidence that I have made every reasonable effort to resolve this matter. Emma Harradine > On 14 Jul 2026, at 19:47, Emma Harradine <emmaharradine71@gmail.com> wrote: > > So it would appear you don’t like refunding people’s money. You have gone to extraordinary lengths to not refund me by offering other deals to buy more from your site. > Please would you send me return address details by the end of the day tomorrow please so I can return the items that don’t fit. > Thank you. > Emma Harradine > >> On 14 Jul 2026, at 11:20, Emma Harradine <emmaharradine71@gmail.com> wrote: >> >> Please send me the return address. >> I will then send back to you with all the postal insurance and tracked to ensure the items get back to you. >> I will then expect a full refund. >> Thank you. >> Emma Harradine >> >>>> On 13 Jul 2026, at 22:25, Emma Harradine <emmaharradine71@gmail.com> wrote: >>> >>> Thanks for the offer but no I would still like a full refund please. >>> Thank you. >>> Emma Harradine >>> >>>>> On 13 Jul 2026, at 21:54, support@marlow-london.com wrote: >>>> >>>> Hi Emma, >>>> >>>> Thanks for letting me know, and no worries at all. >>>> >>>> Before we go ahead with a full return, I'd love to see if one of these works better for you, since a return means posting both sets all the way back to our overseas supplier at your own cost: >>>> >>>> 1. A 10% cashback on your order and you keep both tankini sets >>>> 2. 100 pounds store credit toward a future order and you keep both tankini sets >>>> >>>> Either of these means no need to send anything back at all. If neither of those appeals, just let me know and I can look at other options with you too. >>>> >>>> Warm regards, >>>> Anna >>>> Customer Care Team >>>> Marlow London

Dear Marlow London, I have made several requests for a refund following my purchase, as the items were not suitable. Although you offered an exchange and then store credit, I made it clear on each occasion that I wished to exercise my right to a refund. I have also repeatedly asked for your returns address so that I can send the goods back. Despite these requests, I have received no response and therefore remain unable to return the items. The goods are unused and I remain willing to return them as soon as you provide the appropriate return instructions. As I have been unable to resolve this matter directly with you, I have now initiated a chargeback through my bank. However, I would still prefer to resolve this matter directly with you. If you provide your returns address and confirm that a full refund of £67 will be processed upon receipt of the goods within the next 7 days, I will inform my bank that we are working towards a resolution. If I do not hear from you within that time, I will continue with the chargeback process. I look forward to your prompt response. Kind regards, Emma Harradine > On 13 Jul 2026, at 22:25, Emma Harradine <emmaharradine71@gmail.com> wrote: > > Thanks for the offer but no I would still like a full refund please. > Thank you. > Emma Harradine > >> On 13 Jul 2026, at 21:54, support@marlow-london.com wrote: >> >> Hi Emma, >> >> Thanks for letting me know, and no worries at all. >> >> Before we go ahead with a full return, I'd love to see if one of these works better for you, since a return means posting both sets all the way back to our overseas supplier at your own cost: >> >> 1. A 10% cashback on your order and you keep both tankini sets >> 2. 100 pounds store credit toward a future order and you keep both tankini sets >> >> Either of these means no need to send anything back at all. If neither of those appeals, just let me know and I can look at other options with you too. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Thank you for the reply. I was never concerned with returning the items, even paying for the return was not an issue. The frustration was the lack of communication and reluctance to offer a refund straight away and reluctance to share a returns address. This raises suspicions as to the validity of the company. If you are prepared to reimburse me £60 of the £67.92 I will accept that. I have checked that it would cost approx £7 to send back to the Netherlands. If this is not acceptable to you, please send me the return address that I should send the items back to. I will then take a refund of the full £67.92 and absorb my return postage costs. Regards Emma Harradine > On 18 Jul 2026, at 00:35, support@marlow-london.com wrote: > > Dear Emma, > > I wanted to reply to you personally, because what has happened here is genuinely unacceptable and not how we treat our customers. I am sorry for the frustration and the back and forth you have been put through, and for the confusion caused by us offering you different options instead of giving you a straight answer sooner. > > I understand you would still like to return both tankini sets for a refund, and I completely understand why you do not want to pay to post them all the way back to our overseas supplier at your own cost. So rather than have you cover that return shipping yourself, I would like to give you back the money you would have been left with anyway, straight onto your card as a cashback, and you keep both sets, nothing to send back at all. > > This also means you are not waiting weeks for a parcel to travel all the way back to our supplier and be processed before a refund even starts, this way the cashback would land with you in about 3 business days. It also means nothing gets shipped needlessly around the world, and there is no risk of the parcel going missing in transit on the way back, which does genuinely happen from time to time. > > If you would still rather send both sets back for the full refund instead, that is absolutely fine, just say the word and I will get you our return address straight away. > > Please just reply to let me know which you would prefer and I will get it moving for you personally. > > I am sorry again for how long this has dragged on, you should not have had to chase us like this. > > Warm regards, > Marlow > Marlow London

Thank you. I can confirm I will accept the £60 refund with nothing to send back and will cancel the chargeback from my bank when the refund arrives in my account. Emma Harradine > On 19 Jul 2026, at 00:47, support@marlow-london.com wrote: > > Hi Emma, > > Thank you for coming back to me, and again, I'm sorry this dragged on the way it did. You were right that the communication and the reluctance to sort this out simply weren't good enough, and that's on us, not you. > > I'm happy to agree to what you've proposed. We'll refund you £60, you keep both sets, and there's nothing for you to send back. My team will get that moving now and it will land on your original payment method within a few business days. > > Once you see it come through, if you're able to let your bank know the matter is resolved, I'd be grateful, but the refund goes ahead regardless. > > Thank you for your patience with us, and I'm sorry it took this long to put right. > > Warm regards, > Marlow > Marlow London

I can confirm that I have received the refund and have since cancelled the chargeback from my bank. Emma Harradine > On 19 Jul 2026, at 17:32, support@marlow-london.com wrote: > > Dear Emma, > > Thank you for confirming, and I appreciate you letting your bank know once it lands. > > I have passed this to my team to get the £60 refund processed now, straight onto your original payment method, and there is nothing further for you to send back, you keep both tankini sets. You should see it land within the next few business days. > > Thank you again for your patience throughout this, and I am sorry for how long it took to get here. > > Warm regards, > Marlow > Marlow London