Case #520 — Marlow London
kknightly@btinternet.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 15 July 2026 at 18:08
open
not set
2026-07-15 17:09:12
—
2026-08-14 19:30:08
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Latest draft
from decision #882 · action=reply · 2026-07-15 17:09:51 · dry-run
Hi there,
Thanks for reaching out, and sorry to hear the costume doesn't fit your wife.
Good news, we can send out the correct size for you to keep, and there is no need to return the one you already have, at no extra cost. Just let me know your order number and which size you would like instead, and I will get that sorted for you right away.
If you would rather not exchange and would like 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
Reasoning: Fit/size return request that reads as pushing for a refund, so waiving the keep-item contribution and offering a free exchange per the Vicki correction, while keeping other options open; need order number so leaving for human review rather than auto-send.
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Full thread
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Kevin knightly
Email:
kknightly@btinternet.com
Body:
Hello
Received the swimming costume today for my wife which does not
fit
What is the return procedure as there was no invoice. Or return
label for a full refund
Regards
K Knightly
Hi there,
Thanks for reaching out, and sorry to hear the costume doesn't fit your wife.
Good news, we can send out the correct size for you to keep, and there is no need to return the one you already have, at no extra cost. Just let me know your order number and which size you would like instead, and I will get that sorted for you right away.
If you would rather not exchange and would like 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