Case #478 — Marlow London
katherinefstirling1@gmail.com · order 1437 · state imported · label none yet · rung 0
Facts
Marlow London support - your return for order #1437
open
not set
2026-07-13 21:47:20
—
2026-08-14 19:30:08
Engine shadow decision
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Latest draft
from decision #1115 · action=reply · 2026-07-19 19:22:17 · dry-run
Hi Katherine,
That's wonderful, thank you for letting me know! Your replacement tankini set in the small should be on its way to you now, and please do enjoy it along with the one you already have.
If anything else comes up, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer is simply confirming she placed the replacement order using the discount code we provided; a brief warm acknowledgement closes the thread, nothing left to action.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| replacement_order | proposed | Place a FREE replacement order (100% discount, free shipping — customer pays nothing) for: HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POC | 2026-07-19 08:02:12 |
Case events
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Full thread
Hi Anna
Thanks for getting back to me. The email was on my original order when I
went to the refund section.
Katherine
On Mon, 13 Jul 2026, 22:21 , <support@marlow-london.com> wrote:
> Hi Katherine,
>
> Thanks so much for getting in touch about your return for order #1437. 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
>
Hi there,
Thanks for getting back to me. It looks like your message may have been cut off as it ends with "The email was" and I want to make sure I have the full details before helping further with the return on order 1437.
Could you please resend that part so I have everything I need? As soon as I hear back, I will pick this straight back up for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna
When I went into my order, pressed refund policy there was your support
email address but when I clicked on it to send an email it changed to the
old one.
I've forwarded so you can see
Hope that helps
Thanks
Katherine
---------- Forwarded message ---------
From: MARLOW LONDON <support@marlow-london.com>
Date: Sat, 20 Jun 2026, 13:14
Subject: Order #1437 confirmed
To: <katherinefstirling1@gmail.com>
[image: MARLOW LONDON]
<https://marlow-london.com/_t/c/v3/AADiuyoHixGSq4wkCLO_E2UZbgbA23t_DWVefltDPQcDI8pOPEKhYUziHZgRN7Xg0hdMdhqQpHYPBAj92RR1Zq08mbLXMq3mKjTfRLSTQ1cw1nVtcVKyy-9o8fahWXKS1Af3-Rk8k_ZCOyJ3mVzp_SH_JdJ1XCQb7QCV5QxtzMp8HCyk10KSwDl6bDKAyxUrdfLf5IYlcdavOvf5wBLwVgkkhsjgi9p0ge9GMfhYOmJ0rWy3R5MjQ-12cPGxX48-G0D52WzKB76G2fOsxyGU5C1mYgeYsBcqhRg96h9hTFnfW3XJuCKq5UEuYuVcIMCK6OIvbt8k6TRZZei0PnEbG6YuFg==>
Order confirmed
Thank you, Katherine
We're preparing your order with care. You'll get a shipping update as soon
as it's on its way.
A gift for you · £15 store credit
STORECREDIT15
Use this code at checkout for £15 off your next order.
Shop now
<https://marlow-london.com/_t/c/v3/AAAGpf9h-16u1OILfyeBG54aAURoVmx4JGZhblWNXOvAVpS5DslgwNQ5xPYqzsvN8IS0urT0Y2d9fbTGNyl8s95PS8tdN3S1Vrv5B1qUlqCDdfVeQclHU5lUrT0CFsUm5A_5MOxfMG5Aqzm2UzPQRzX5jDGciMUaurPq53HKwqEH5Y7EeaJCpPL1kLF86NG6-qAIVvB0NS1UQ96RPm7-gLLKjcLoO1CM4PdeD5s_IuNX0CVu_-h5V2c8ub_k2yl19tWFqrE7F-MXsFz_mp0WsgdQ8AYL4DaMi6zU6K9wkXWnTQcjZocT8mheVoJSjTwpzTzxXdkhd2M8We5Bd27P6pZoxfY=>
Order number
#1437
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral
/ UK 10 (M)
Teal and Red Floral / UK 10 (M) · Qty 1 £39.95
Subtotal £39.95
Shipping £0.00
Total £39.95
Shipping to
Katherine Stirling
27 Chandos Mews
LS8 1HU Leeds
United Kingdom
Payment
Shopify payments
View order
<https://marlow-london.com/_t/c/v3/AACBEPvn1E2AJcD8uTByn3mcmGrBS5572w2kZBSwrv2MThrbMsUep2V1L_bWcI8lJ1i44vFKuGSWlpMFiJm7NlksFeUxAe80UcnojHSj1So7PlGjCLljLn2nE4pe5klPI_LHqP2XTIztmWdn4A4yk3PTZjDPfxkRq8dCYIsoW29pRQ3ZHDC3K95jWFZ3GGubhiDjjNQuYVmgfi2qHIdpAH7X-k9UmCWvwNl2U-DbMGos3dqI7pumJtjtLF6X2ltwPH7-BFyoRjbJoTShUEGkrSRfGycnrDhrvy8qhGPLUxq_onlsq6McGX2_C__2R-CQaM_gk-u8EAY1wSjT6ddmYJREHVQttgkzm0JUQcXqpwsLojqko67hv7zQ7CBNJUgKsMZJzUzDbPfEcX2ojkbnl5B0zLYqqx6TOMdgdfgUH1-9JbNfD-Qj_N6qZWpuarjy-Aa6b8e8sAWxVKBzogpfH5MCcOwSRCoWQPBctwFJ7idjZlycLreOcBFAOvF8RH1989TdJNTXMoSU3AJ0DJJ6Tv6M9pzeegH4rsigKnRB-IcYUCsc9wZEgHlcSK6exNps0TIAUVZulH2N9flqMqUgmDUFR17di_Jh_PM45-htMSN43NjVUVN3jmUjSXGKlx3CPk_kfHSUqY7HkEQteXduDPLkNNEMgrd3t5WP8c_EetMddBcAm8Qp3x19Hehfhg_pEBiXt88OAxpL4oUll2ZDSp8Gs7ggefOAMTST4-aL3_KC8oX2I4tHOB64xo1zDG5POxzgnT_oKXDuutCrzCXUgHV-tOggB1kCT0m3rNu3WZ0LTFw2WxbTW5beqDPCIfJ0rY5KSiR7kRwAn1zRpLpT0PZIdnui5dgntinnyQMWtYo6ID2ArFV8Jy-hujfoaWEwRxWTE-on9D9K2Efj2pe5UoKZvW5k6jdgsAEV8vPOxLGZWXusdzc0dHNhGSLK_51WsnHHxWIgYVAmCgS3umwZZBrmsjoIhr5HYw6EsdKSZuhWdAXvyaZHaREuAPe-EmJobcDQr2mrlN0ht3a45KP8Fe9siJ_eiGAQUd9uac2ufIVOsdH6sL2Rd7NiaH5bbuhEdoTutRtLz9EEC4PqBwKZgiZhNPefyhuNDZ6imPp6IAAQCybLi2V4HjdsJ4xhnjMqzqF3JeAvHwnY1aZLsGv8GGp7A2qcnHu50XZ4yW8YI-lUK2OJil_RkAra6E5U0VOT1oE-VvY_S1syOLc8zs7gWRms5p2ALDMLpX5EeKJIEUng9GvGEbuuPliHPrJ4-nyiH7MUgIHOQm_KeP4qKRP569h9WAEiE1dn3xIb-CO56slshWauVoKcIY-abP5VC3txC5eVBE1EDWtwDSCpcjV3ofe22MJtBPJHBU5MmTE1JDz-_MYzib197frpOHxsNcz0w-mooxEqjXepmjDswOIOumPKD8DoV6PgWfAjF1lwGJG-TTP9o3Kwv17EN5ZM5A90hlB0Wp_BxtJbDBrRHdyaOyK-dYhUVcKO4885zH1U7txB96P61tkNBG_fgmpM_osY5dzZd5lmSXECXaRfJPJzT4u9COgiz0aQfA0=>
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Hi Katherine,
Thanks so much for sending that over, that all makes perfect sense now, and please don't worry at all. It's really helpful to know that the refund policy link in your order confirmation is pointing to our old inbox, I will flag this with our team so it gets corrected.
I would still love to help you sort out the return for order 1437 (your Honoria Sporty Three-Piece Tankini Set in Teal and Red Floral, UK 10). Could you let me know the reason you'd like to return it, only if you don't mind answering, so we can make sure this doesn't happen to you again, or to another customer? Whatever you tell me goes straight to the team.
Once I have that, I can look at the best way to help, whether that's a partial refund so you can keep the item, store credit, a free replacement, or a standard return, whichever works best for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
My reason for returning it is that it's too big. I measured and was at the
top end of small but I read to go up a size so I did but the tops are way
too big. Shorts are fine. I'd like to get the small instead please
Thank you
Katherine
On Thu, 16 Jul 2026, 14:07 , <support@marlow-london.com> wrote:
> Hi Katherine,
>
> Thanks so much for sending that over, that all makes perfect sense now,
> and please don't worry at all. It's really helpful to know that the refund
> policy link in your order confirmation is pointing to our old inbox, I will
> flag this with our team so it gets corrected.
>
> I would still love to help you sort out the return for order 1437 (your
> Honoria Sporty Three-Piece Tankini Set in Teal and Red Floral, UK 10).
> Could you let me know the reason you'd like to return it, only if you don't
> mind answering, so we can make sure this doesn't happen to you again, or to
> another customer? Whatever you tell me goes straight to the team.
>
> Once I have that, I can look at the best way to help, whether that's a
> partial refund so you can keep the item, store credit, a free replacement,
> or a standard return, whichever works best for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Katherine,
Thanks for letting me know, and sorry the tops came up too big, that happens when sizing up on a set where the shorts already fit.
Good news! We've arranged a free replacement. We will send you the tankini set in a small, and you can keep the one you already have, for a small contribution of £4.95. Just confirm you would like the small and I will get that sorted for you straight away.
Warm regards,
Anna
Customer Care Team
Marlow London
Hello
That's very kind of you thank you so much. Happy to pay the £4.95, let me
know how to pay
Katherine
On Sat, 18 Jul 2026, 23:45 , <support@marlow-london.com> wrote:
> Hi Katherine,
>
> Thanks for letting me know, and sorry the tops came up too big, that
> happens when sizing up on a set where the shorts already fit.
>
> Good news! We've arranged a free replacement. We will send you the tankini
> set in a small, and you can keep the one you already have, for a small
> contribution of £4.95. Just confirm you would like the small and I will get
> that sorted for you straight away.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Katherine,
Thank you so much for confirming, and for being happy to cover the £4.95. That's really kind of you.
Rather than taking the payment separately, the easiest way is for you to place the replacement order yourself using a personal discount code I've set up just for you. It brings your total to exactly £4.95, so there's nothing extra to sort out. Here's how:
1. Open the product page here: https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy
2. Choose the Teal and Red Floral colour in size Small (UK 8 / S).
3. Head to the checkout.
4. In the discount box, enter the code KATHERINE-495.
5. Your total will come to £4.95 with free shipping, so just place the order and your replacement will be on its way straight away.
The code is personal to you and works one time only. And please don't worry about sending anything back, the set you already have is yours to keep.
If anything looks off at the checkout or you have any questions at all, just reply here and I'll be glad to help.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Thank you just placed the order
Katherine
On Sun, 19 Jul 2026, 19:35 , <support@marlow-london.com> wrote:
> Hi Katherine,
>
> Thank you so much for confirming, and for being happy to cover the £4.95.
> That's really kind of you.
>
> Rather than taking the payment separately, the easiest way is for you to
> place the replacement order yourself using a personal discount code I've
> set up just for you. It brings your total to exactly £4.95, so there's
> nothing extra to sort out. Here's how:
>
> 1. Open the product page here:
> https://marlow-london.com/products/honoria-sporty-three-piece-tankini-set-with-pockets-copy
> 2. Choose the Teal and Red Floral colour in size Small (UK 8 / S).
> 3. Head to the checkout.
> 4. In the discount box, enter the code KATHERINE-495.
> 5. Your total will come to £4.95 with free shipping, so just place the
> order and your replacement will be on its way straight away.
>
> The code is personal to you and works one time only. And please don't
> worry about sending anything back, the set you already have is yours to
> keep.
>
> If anything looks off at the checkout or you have any questions at all,
> just reply here and I'll be glad to help.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Katherine,
Thank you so much for letting me know, and lovely to hear from you again.
I can confirm we can see your new order come through as order #2707, and everything looks perfect. Your replacement HONORIA Sporty Three-Piece Tankini Set in Teal and Red Floral, UK 8 (Small) is confirmed and already on its way to you, so it should be with you soon.
Please also keep the original set with our compliments. There is nothing at all to send back, so you now have both to enjoy.
If there is anything else I can help you with, please do just reply and I will be very happy to assist. In the meantime, I hope you love both sets.
Warm regards,
Anna
Customer Care Team
Marlow London