Case #484 — Marlow London
julie@watterston.com · order 1918 · state imported · label none yet · rung 0
Facts
Order #1918 confirmed
open
not set
2026-07-14 07:57:28
—
2026-08-14 19:30:08
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Latest draft
from decision #1382 · action=reply · 2026-07-23 09:48:31 · dry-run
Dear Julie,
Thank you for your reply, I am really glad this settles things for you.
I am now arranging for the £20 to be processed back onto your original card, this should land within 3 to 5 business days. The tankini is yours to keep, there is nothing to send back, and the £15 off code, STORECREDIT15, remains yours to use whenever you like.
Thank you again for your patience throughout all of this, and I am sorry it took this long to get sorted.
With my apologies, and warm regards,
Marlow
Marlow London
Reasoning: Customer has accepted the Owner's price-minus-shipping settle (£20 on order 1918); this is a fixed cash amount agreed by the Owner, not a standard cashback ladder tier, so no refund_percent action fits cleanly - escalate for the operator to manually process the £20 refund to the original card.
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Hi,
I should like to cancel this order please under the European Union 14 day cooling off period. It has taken too long to arrive and if it does arrive now I will obviously refuse delivery. Please refund.
Many thanks,
Julie Watterston
From: MARLOW LONDON <support@marlow-london.com>
Sent: 08 July 2026 11:22
To: Julie Watterston <julie@watterston.com>
Subject: Order #1918 confirmed
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AABBVRraiZxX1Gc0OVSIc9r8igAi2BV47RKBGJe2Xcjmjkg6acC8azxzZ6srl3cji0PRGlCbWrs8JPJyh-gaN0GyU9N7kdSB1a3Zn_WPe-8LlMvKgcj0kpnAEPmMqm3nJVpjjJJkV1NBs1HOr8Y_Yyeg1kQ2qOQyClOMM8FWtRNppTUnsbRkW9RguUu9KHx52DfIy0JTM-I9WnlFztO_DslN4EGi1h8i-eneBA2qaGvw_hwcuPBDHpflWRyAk7_vy30BSqEQjTJeEIO8qYcGPmJBsWkGwL1mhieSbqNtzLIWF0VB7gIvek_zuSWEDup7eELWU_dhqeCb3j6Wv-c6lN8m4A==>
Order confirmed
Thank you, Julie
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/AAD2lRw7G6OW30uXi20UwgKWJhzcvOTIub8a-amCCbDcDZjAgLG2scUYTY72IoRVeKBBy_KYNhRtLumvDqCxN3OxlLpdB6ov0_1qs9GfUSp-wdPjIgp-6GyCGrlwuDKCjlBBykGUgBEfz0BnCHqph31qSX06atOW8uTnshn3_YFDqe4OpUKhIQjFD7yLXI4h7vl3aWch1dBgIOZp3Pq2_WjFf9XRm7euExwO_jVe5DA4scmoX0yrmBlstrY-u4GjcIWkIXeb1S_lG1qKHUXwFjDnfbPQjyL6YkfUGWL1dQPcWGGXAGZqG-15dTO19jxcDXiAdsK9PRzfKQ9LdUR6BRytbns=>
Order number
#1918
Order summary
HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 14 (XL)
Teal and Red Floral / UK 14 (XL) · Qty 1
£39.95
Subtotal
£39.95
Shipping
£0.00
Total
£39.95
Shipping to
Julie Watterston
1 The Spinney, Waltham Road
RG10 0BH Twyford
United Kingdom
Payment
Shopify payments
View order<https://marlow-london.com/_t/c/v3/AACFstRXawuMPLhoGUaoZivMq9wB5mPmnbYOG-uTiDejvrbptea0B67_07WfVuqMfnYd5iSfk2b3OD8dFbVcZT-HvFh9Ezdtt4VGQkiFBuee2T9DLQMfdrhj_Y4Oxan40hk1MFPa0MhGOvx-y3vWQcCIwh_p-BaNiJpZyfY5Nssp5qJqB8d00TYz4mn2ICVSO5Lw3J4LybMhUuSHTCHiqrocUul9UGc-Rvv6lpUoVCRPrEm2XeXxVV4qJueg3D1t7E8SFfWKgWRzHvMZ0MA2hvCJSNxlcCWzrqWULOl_qtV_phYjm-9CNObvfCrSgI3_InQEGUBuiBnjnxWRbkoGuZ_dFBOtBAK76DmhOvJTHOUD0xiSR7JOTqxTPxHOgvM143L5NviBoMmvvW-f9_QIBcm_l5pVXlOkVUfiqJoMG7qc6uY_T8RfwtcL-Mf08dsCZjqlinrCCLj2D96lxhB66hqg7lVnh5REnBP5lkQJGviANqbhDvWt_vH_uAppa6B962HkWYUq290UcDik3Afqsfn4WHODKvnUvpb4YKiRpdCC1PB2kWd44sJHa0IEtrNCqmnJgZ4KEBtea0hmKCAIcx67nSs1mNT7FdVrVEdvKA_ie_i1mnoqMZy37lHpfgTRXavLQTN5FS0QKQqdAuT_zf47AzcWONRLZUYEOCrz5sq6ymvd19AW-CSwAO8GHEq76Bzc6UqwEf9TstC99nQ4XWFk5gWhZydmJHA6UroMh6zyZr_QEbV26iwcCySYJuiIkORb_1Ge1lCspLbHqnxRM2cRewlHAMLyD_ts04faUh7O12ZZ2gt26fPrHZvZKkH_B1L92tQlQrWqmSt1gVdeAZK7QL4W1KyUUWKP0l91YCGuTDIshyn0wp5iebF3vHJuKr2ZBkqW-FXOV9-e5HA2BAc09Mp3PAaoHgZLfCDvG6m6JkcuKmRkLmS58RsubBZyAW01DhmaY3FIEIy9UwuiN7A9uYSPUn6LFcujApJMvkyFCiyGvwK-NfrAFhAmaIMbSesvffJf_NGxIAlc-qhkgx6XwbZaku8PkbsutJG8BwQXtKgn7WVYspGnVqmuSodUrPymbCYjcD3pB3-1i6K-06_wQmjyMRBpAciFqMzAvlBZWrsMgImDG9xgaJqtZAFMZ-RoqV3F4NzzSsz4XHLEXY-6ok3cbSyOx5oEf5DFKjExwOiCDpXb6OswFcs6MR5R_pj5zJX-TR23QMcCfw_pKfDNtlPPPG--Vvx9j9fBSvU_MuyrhbrXSDIzvoiHcHuECvjVrJ9eENSECbdb3bqj2uYRGS-BB-BqoHGPlsU0RLHivlQxRlDGibOUn22acVZCotW9ZMRYzSTfcRFKs2fIezNBOJMLMhN8z79rRPTUmn50Sp3YK0ilddZlH1rtsLlNdabPhGbGd-_L1DQKLwzTjrbq1Ru0VZS73hvq1yhX6HYZw6iFZbpc8U3Y5U6n1un7q6xytheocXxNGek1Wq0O96PI06ntHQbr9Xg6PiL2kRRfMYNJBqYx45RiJMNh9ehKPkVRLmH6Xg8HSThl_CpvvguWhKFqHEbaBmQ=>
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Hi Julie,
Thank you for reaching out, and I am sorry this has taken longer than you expected.
I can see order 1918 has already left us and is on its way to you, so I am not able to stop the billing or process a refund while it is still in transit, and I would gently say that refusing delivery on its own will not trigger a refund either. I know that is frustrating to hear, especially given the wait.
What I can do is check directly with our supplier whether this shipment can still be halted or recalled before it reaches you, and I will come straight back to you as soon as I hear.
If it turns out delivery cannot be stopped, please do not worry, once the parcel arrives you will be able to return it to us within 30 days of delivery under our standard return policy (the item just needs to be unworn and in its original condition), and we will get your refund processed from there. There are also other options, such as a partial cashback so you can avoid the return altogether, which I would be happy to talk through with you at that point.
Thank you for your patience while I look into this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Thanks for the information, I look forward to hearing from you further.
Kind regards,
Julie Watterston
-----Original Message-----
From: support@marlow-london.com <support@marlow-london.com>
Sent: 15 July 2026 01:39
To: Julie Watterston <julie@watterston.com>
Subject: RE: Order #1918 confirmed
Hi Julie,
Thank you for reaching out, and I am sorry this has taken longer than you expected.
I can see order 1918 has already left us and is on its way to you, so I am not able to stop the billing or process a refund while it is still in transit, and I would gently say that refusing delivery on its own will not trigger a refund either. I know that is frustrating to hear, especially given the wait.
What I can do is check directly with our supplier whether this shipment can still be halted or recalled before it reaches you, and I will come straight back to you as soon as I hear.
If it turns out delivery cannot be stopped, please do not worry, once the parcel arrives you will be able to return it to us within 30 days of delivery under our standard return policy (the item just needs to be unworn and in its original condition), and we will get your refund processed from there. There are also other options, such as a partial cashback so you can avoid the return altogether, which I would be happy to talk through with you at that point.
Thank you for your patience while I look into this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Anna,
This shipment arrived yesterday. Please advise return procedure or partial refund.
Thanks,
Julie Watterston
Mobile: 07973 502935
-----Original Message-----
From: support@marlow-london.com <support@marlow-london.com>
Sent: 15 July 2026 01:39
To: Julie Watterston <julie@watterston.com>
Subject: RE: Order #1918 confirmed
Hi Julie,
Thank you for reaching out, and I am sorry this has taken longer than you expected.
I can see order 1918 has already left us and is on its way to you, so I am not able to stop the billing or process a refund while it is still in transit, and I would gently say that refusing delivery on its own will not trigger a refund either. I know that is frustrating to hear, especially given the wait.
What I can do is check directly with our supplier whether this shipment can still be halted or recalled before it reaches you, and I will come straight back to you as soon as I hear.
If it turns out delivery cannot be stopped, please do not worry, once the parcel arrives you will be able to return it to us within 30 days of delivery under our standard return policy (the item just needs to be unworn and in its original condition), and we will get your refund processed from there. There are also other options, such as a partial cashback so you can avoid the return altogether, which I would be happy to talk through with you at that point.
Thank you for your patience while I look into this for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Julie,
Thank you for getting in touch, and for being so patient and understanding throughout — it genuinely means a lot.
I'm sorry to hear the HONORIA tankini wasn't quite right for you. Let me talk you through exactly how a return works, so you know what to expect. Under our returns policy, items can be sent back within 30 days of delivery, provided they are unworn, unused and in their original packaging with everything intact. The return is arranged and paid for by the customer, at a cost of £19.95, as the parcel travels back to our overseas fulfilment partner. Once it reaches them it is inspected, and the refund is only processed after it has arrived and passed that inspection — so, realistically, the full process can take several weeks from the day you post it.
I completely understand that is a fair amount of time and cost, so I would also like to offer you two alternatives you can take instead, both of which let you keep the tankini with nothing to post back. The first is a 15% cashback of £5.99 straight back to your original card. The second is the full value of the item, £39.95, as store credit to use whenever you like.
Just let me know which of those you would prefer, or whether you would rather proceed with the return as set out above, and I will get it sorted for you right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Dear Julie,
This was passed to me and I wanted to write to you myself.
You are completely right, and honestly this should never have turned into all of that. I'm not going to make you wade through policies and postage and weeks of waiting for something that ought to be simple.
Here is the plain truth of it: even going the whole way through a return, you would have been left with about £20 back once the £19.95 return postage came out — after a trip to the post office and weeks of waiting on it. So let me just give you that outcome right now, with none of the hassle. I'll put £20 straight back onto your card, the set stays with you, and there is nothing for you to post and nothing to chase.
And on top of that, I would like you to have £15 off anything you might choose from us in the future, with the code STORECREDIT15 — no minimum, no expiry. No strings on it, it is simply yours.
Just reply to this and it's done.
With my apologies, and warm regards,
Marlow
Marlow London
Hi,
I accept this resolution and look forward to the £20 going back on my card.
Many thanks,
Julie
Watterston Associates Ltd is a company registered in England No: 5733871.
Postal address: 1 The Spinney, Waltham Road, Twyford, Berkshire, RG10 0BH, UK.
Tel: +44 (0)118 934 5542
Registered for VAT no. 572 5393 23
Data Protection Policy: We have your contact details as a legitimate result of the work we do with conference destinations and venues worldwide. We will only ever contact you with regards to your affiliation with the conference industry and such relevant matters which we feel may be of interest to you. We hold our data securely and never sell it to third parties. If you wish to see our Data Protection Policy please ask and do let us know if you no longer wish us to hold your data for any reason.
-----Original Message-----
From: support@marlow-london.com <support@marlow-london.com>
Sent: 18 July 2026 09:41
To: Julie Watterston <julie@watterston.com>
Subject: RE: Order #1918 confirmed
Dear Julie,
This was passed to me and I wanted to write to you myself.
You are completely right, and honestly this should never have turned into all of that. I'm not going to make you wade through policies and postage and weeks of waiting for something that ought to be simple.
Here is the plain truth of it: even going the whole way through a return, you would have been left with about £20 back once the £19.95 return postage came out - after a trip to the post office and weeks of waiting on it. So let me just give you that outcome right now, with none of the hassle. I'll put £20 straight back onto your card, the set stays with you, and there is nothing for you to post and nothing to chase.
And on top of that, I would like you to have £15 off anything you might choose from us in the future, with the code STORECREDIT15 - no minimum, no expiry. No strings on it, it is simply yours.
Just reply to this and it's done.
With my apologies, and warm regards,
Marlow
Marlow London
Dear Julie,
Thank you for your reply, I am really glad this settles things for you.
I am now arranging for the £20 to be processed back onto your original card, this should land within 3 to 5 business days. The tankini is yours to keep, there is nothing to send back, and the £15 off code, STORECREDIT15, remains yours to use whenever you like.
Thank you again for your patience throughout all of this, and I am sorry it took this long to get sorted.
With my apologies, and warm regards,
Marlow
Marlow London