Case #494 — Marlow London
janewarfield@hotmail.co.uk · order 2281 · state imported · label none yet · rung 0
Facts
Order #2281 confirmed
open
not set
2026-07-14 14:41:27
—
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 #2660 · action=reply · 2026-08-02 21:05:16 · dry-run
Hi Jane,
Thank you for letting me know it has arrived.
I am so sorry for the confusion about where the company is based when you ordered - that is genuinely disappointing, and I understand completely why you wanted to cancel that day.
As I promised, I am processing your full refund now. It will be back to your original payment method within 3 to 5 business days. You do not need to do anything with the dress - please just keep it.
Thank you for your patience, and again I am sorry we could not have been clearer about what you were ordering from.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: [re-run vs new playbook 2026-08-02] Fulfilling the full refund promise made on 2026-07-18 now that customer has confirmed delivery of a pre-cancellation order.
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Actions on this thread
| Kind | Status | Preview | When |
|---|---|---|---|
| refund_percent | executed | Refund 100% of order #2281 = £49.95 (order total £49.95, already refunded £0.00, NET AVAILABLE £49.95) to the original payment method (shopi | 2026-08-03 12:00:01 |
| refund_percent | proposed | Refund 100% of order #2281 = £49.95 (order total £49.95, already refunded £0.00, NET AVAILABLE £49.95) to the original payment method (shopi | 2026-07-31 13:31:04 |
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Full thread
Hi,
Is it possible to cancel this order and issue a refund please?
Kind regards,
Jane Warfield
Order number #2281
Sent from my iPhone
On 14 Jul 2026, at 14:44, MARLOW LONDON <support@marlow-london.com> wrote:
[MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AACDF0HLBiS7LDtZZ_8E2te2OMiBgwjwFBi6ZR6O0keZ8VquroMdtbW2DSt0kADg-T-I86rLc7LFuvW37ffqlpK65AqO2g3HOM0RpCmYjhHCBNBh3dM9XEf0DvjybXuyD0k_3Q4wjDsfryIrxxTlUHirwyDu8TuneWcMQ5z5Y7hc9wAGJxvpn9V8k7ARY1FlnUzNgBlpc6J_GM08PhDHifwl95rVFEUTJ6hY3nKy5-RulXKeS970_Vit7AP5ZCwnwKtpCyhDyFXOhKzl3sbPGtFVTvIUfJQ-0NJxtYmUtZybv_wsJ4f5LJr51m7eFKnJ0C2KEBJgqGbpD8ADoHEggX6gfA==>
Order confirmed
Thank you, Jane
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/AACoGuynA2V1t2FNaf7l5pxzOFTj_ZEcnoXyTlBJ1ivQkFHr2_kJLnk95ypXg95BRxBA0lqJOICEh1dKq5q11TRW4x4fNGATbdHxzRjzCTV7wTiZmowXkj6QUtKapVwlEpr3ZU_mw6qQqfzUmettdgMnuG92kcXQKbTFvsHAYVpr5DcMEBUifkkF3c6TEI8BkdKO8hZJB_8ad5wm778u4tQ3ZFQyxmr7HLGOn72-QcAbQyu921hV8Fo166WjAPXL8zUsBby1N8B4ehkefIMHRKyPdDlUegRoZKu_5hIrGhVj7o4NHOIAbHPBgdJp1YYJXSM6Zp1D-VfBvSwStMI4DBdVlb4=>
Order number
#2281
Order summary
Clodagh | Effortless Summer Maxi Dress - UK 18 (3XL) / White
UK 18 (3XL) / White · Qty 1 £49.95
Subtotal £49.95
Shipping £0.00
Total £49.95
Shipping to
Jane Warfield
12 Hale Way
TA2 8PU Taunton
United Kingdom
Payment
Shopify payments
View order<https://marlow-london.com/_t/c/v3/AAAZKd9_OYcLiiTrvo8IGUjLVa-MQuZOgquA08wnC1-rJFKrbNHYYF5Q2577XXscBdOy_d4jpx0h3IOaP0htQtHZcz_U2scaTY7urKvJPK3xLKtykuj_n7as_UWu_X6-Ud-kZH4WT8Af6j9JRiRVWYbeihsRN_iVt-uZnuNjiu3ByGv8vI5NOUpVRSg4GY2DWSa6Bn97PqiriO4SLo2ykGd2_qj9_VZVidpU_vkJtfKsw_mzkPhcvqbeCIaDjZYhfH4FYHbK5yjC-6_1M3ZBtqAThMFrqCQ1SdyIg0KBivO2AMxxHJZy_O2S4SwMO18ZAvcVqcdzax8fBAgG1iKC_6pUu_8fc7Q3hHgI4MlCmNBmDCfjYd6rNynypzu5feWcEhQDn7jpJmdojD7szq9jK1dP17YhRF7UFK7rV-N56fM7Z5Ha6yrcqIv3jI3-zAeG8tjGU-MqEw-quemUas8XBSWTWsU_CApUNSL96DkREYK3h9EBlCTUTzH3ML23uZv2dVeJ9-w9t7ZorpzCU9l2hf2cSGiLnnOSO8bNIOu4Zbng4kh9P4Te8g9lKUgA3iEQjoa8kuoIo-Nasyz2jDDcgSU2bapar7PRmNjz5c20AaGVSVGkIbBizXm1mV3j9yIGCeCY46yS_-nOX0oXI11tTKhp-lOMzefnTd9LMhnCKkR9ZFLxFHDlVmzbJPwxEXn5kBMTixyDTh3tK2xLdpKWzIMI-MDjiaQA6tyODcp8YuKshRzBXSeZqEzeJNGb9lsnt0G2eq2ulaEboXPAWusbFbvzBiJP7piUSwapGpPWIWXsPzvknad-3neLtl8RddxbZfEV1wV72L_N7_y4NfibN3W4Kqy0_-c3axt-FEc27raeIQa072y035_ChCDS9kRyYb-IB9snzS9YW5h16CG9T37nwrE1ebYikDBmBMMECVdRFpsrQn5SS7v6KlUIe8LhuFIfc6NNy0jQZFNriO7wdTZHw8-wg1q8ecZJFjDJyvkqiwb176_IN9F7fnFlrOdkAjA_6Pw06Jzw2Q_I0Jgxn4slOYSj5d7qTx9YyeKVm8crfxZ-vu4BR_62IEUlORqZA96iRryTXv87JuWbx9McbeYOPs6rzuU_XK7FV7x-jvnMIerR1u9J2Nj4aMRuSiB-9BtZCgY4yVK73Zt4uksB8SmcYbgqSm8wkv4bA--hotNQ5xz2l_oPrrYeejhCI_Kl9caZJnowSGLPi1F35iBJx75LmZWd45eWGolp1QBFNgk8i4B4em_pf4-CDc_wKhPdDmv0mvpt_Vw8icLesILcFVrw6udLoDu4WR5IXQoKGlx5JMcXnZkhruQRghO7fpFqF8lUP1f1_lyW8-HArQ9-22sqyTvCHjBy8_3U1Wd5_iZvMiZL9EeW_iGELvi7clXiTeKlDlhmBKwvxUmQ93oa3551GuR97LQ1puhn8wZSMs0W3Vjd5BwrfZsQA_AtJfE_8rCq3ovv3NE9z1V6ny7jRJ1A8Z_ifM46vgET8zJFoZI64eRQb5B2lw13zz9-VNyTeV3OCbwIeYQ9FHZln1eSMLymtYwWvP6omLo=>
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Hi,
I ordered a dress today, order number #2281.
I would like to cancel this order please & receive a refund as I believed I was ordering from Marlow London & not Marlow-London.
Kind regards,
Jane Warfield
Sent from my iPhone
Hi Jane,
Thank you for your patience, and I am sorry this has taken time.
I have chased your order #2281 as hard as I can. Being honest with you, this particular item turned out to be dispatched through a different supplier than the one we can control, and I was not able to stop it in time. I did not want to leave you waiting on a false promise that it had been halted.
Here is how I will put it right: as soon as it arrives, you do not need to accept it or do anything with it, simply refuse the delivery or let it sit, and let me know it has arrived. I will then process your full refund straightaway, and you will not be left out of pocket or chasing anything.
I am sorry we could not catch it in time, and thank you for bearing with me.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Thank you for your response.
I have tried to track this order using the tracking number provided but it’s not a Royal Mail tracking number & the Shop app still shows they have no tracking information.
Please can you let me know which carrier you are using to send this to me so I can track it?
I am not confident that I will receive this order. When I ordered from your website I thought I was ordering from a London based company, which you clearly aren’t.
I feel this is misleading and I did try to cancel this order with you the same day, therefore I would appreciate a refund.
Kind regards,
Jane Warfield
Sent from my iPhone
> On 18 Jul 2026, at 01:37, support@marlow-london.com wrote:
>
> Hi Jane,
>
> Thank you for your patience, and I am sorry this has taken time.
>
> I have chased your order #2281 as hard as I can. Being honest with you, this particular item turned out to be dispatched through a different supplier than the one we can control, and I was not able to stop it in time. I did not want to leave you waiting on a false promise that it had been halted.
>
> Here is how I will put it right: as soon as it arrives, you do not need to accept it or do anything with it, simply refuse the delivery or let it sit, and let me know it has arrived. I will then process your full refund straightaway, and you will not be left out of pocket or chasing anything.
>
> I am sorry we could not catch it in time, and thank you for bearing with me.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi,
Thank you for your email.
The dress was left on my doorstep this morning.
Please now issue a refund to me as promised.
Kind regards,
Jane Warfield
Sent from my iPhone
> On 20 Jul 2026, at 15:44, Jane Warfield <janewarfield@hotmail.co.uk> wrote:
>
> Hi,
>
> Thank you for your response.
>
> I have tried to track this order using the tracking number provided but it’s not a Royal Mail tracking number & the Shop app still shows they have no tracking information.
>
> Please can you let me know which carrier you are using to send this to me so I can track it?
>
> I am not confident that I will receive this order. When I ordered from your website I thought I was ordering from a London based company, which you clearly aren’t.
>
> I feel this is misleading and I did try to cancel this order with you the same day, therefore I would appreciate a refund.
>
> Kind regards,
> Jane Warfield
> Sent from my iPhone
>
>> On 18 Jul 2026, at 01:37, support@marlow-london.com wrote:
>>
>> Hi Jane,
>>
>> Thank you for your patience, and I am sorry this has taken time.
>>
>> I have chased your order #2281 as hard as I can. Being honest with you, this particular item turned out to be dispatched through a different supplier than the one we can control, and I was not able to stop it in time. I did not want to leave you waiting on a false promise that it had been halted.
>>
>> Here is how I will put it right: as soon as it arrives, you do not need to accept it or do anything with it, simply refuse the delivery or let it sit, and let me know it has arrived. I will then process your full refund straightaway, and you will not be left out of pocket or chasing anything.
>>
>> I am sorry we could not catch it in time, and thank you for bearing with me.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
Hi Jane,
Thank you for letting me know it arrived - and I'm sorry you had to chase us for this.
I've processed your full refund, exactly as promised. It's gone back to the card you paid with and should be with you within 3 to 5 business days, depending on your bank.
Please keep the dress. There's nothing to send back and nothing further for you to do.
You were also right to push us on the tracking and on who we are, and I'm sorry that wasn't clearer from the start.
Best wishes,
Anna
MARLOW LONDON