Case #534 — Marlow London

Good morning, Unfortunately i need to return the 1 item in the above order nr as is it too big for me. Many thanks Mrs Annabel Rose Contact Number: 07707 953210

Hi Anna I think I order a size 8/10 ? Which is too big so have u got a smaller size - if so what are they ? Thanks annabel Sent from my iPhone > On 16 Jul 2026, at 07:57, support@marlow-london.com wrote: > > Hi there, > > Thanks for reaching out, and sorry the size wasn't right. > > The easiest fix is a free exchange - we'll send you the correct size and you can keep the one you already have, for a small contribution of £4.95 GBP. Just let me know your order number and which size you'd like instead, and I'll get that sorted for you. > > If you'd rather not exchange, just let me know and I can look at other options too. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi I’m sorry but none of these options work - as your smallest size is way too big for me so can't be used. When ordering I believed I would get a full refund if it did not fit. It states in the order I made that if you’re not happy you can get a full refund and I would return the item at my cost ? Please let me know where I need to return the item too? Thanks Annabel Sent from my iPhone > On 18 Jul 2026, at 21:09, support@marlow-london.com wrote: > Hi Annabel, > > Thanks for getting back to me, and I'm sorry the fit isn't right. > > I've had a proper look, and your set is our Navy Blue HONORIA in UK 8 (S). I want to be honest with you: UK 8 is actually the smallest size we make in this particular style, so unfortunately I don't have anything smaller I could send you. I'm sorry about that, I know it's not the answer you were hoping for. > > I really don't want to leave you with a set that doesn't fit though, so here are a few options, whichever suits you best: > > 1. A 10% cashback to your original payment, and you keep the set. > 2. £20 store credit, and you keep the set. > 3. A free replacement in a different style, if you'd prefer something else. You can have a browse here: https://marlow-london.com/collections/all > > Just let me know which you'd like and I'll sort it straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna So your company is abroad - strange how your company name has London in it. Just have £20 back then but I won’t be recommending you as your sizing is very off and quality of material isn’t good and it seems ridiculous returns fee. Need to definitely inform people before they buy otherwise will have many unhappy customers ! Annabel Rose Sent from my iPhone > On 19 Jul 2026, at 01:26, support@marlow-london.com wrote: > > Hi Annabel, > > Thank you so much for coming back to me, and I am truly sorry that the Navy Blue HONORIA tankini set has not worked out for you. As the UK 8 (S) is already the smallest size we make, there sadly is not a smaller one I can send in its place, and I completely understand how disappointing that is. > > To answer your question honestly: yes, our policy does allow you to return the set, and in that case the return postage would be at your own cost. I did not want to hold anything back from you there. That said, I really did not want to put you through that hassle, so I have done something simpler for you instead. > > Rather than asking you to post anything back, I have gone ahead and refunded you directly. I have sent £20.00 back to your original payment method. That is the full order total of £39.95, less the roughly £19.95 the return postage would have cost you, and you get to keep the set. There is nothing to send back and nothing further for you to do. > > I promise this genuinely works out better for you. A return would have meant paying around £19.95 in postage out of your own pocket, and the parcel would have to travel all the way back to our overseas supplier, which takes about 3 to 4 weeks before anything can even begin to be processed. Parcels making that long journey can also occasionally go missing along the way. This way, the money is already on its way back to you now, with none of that cost, waiting, or risk. > > Of course, if you would still genuinely prefer to return the set for the full amount instead, that is absolutely fine and you only need to let me know. > > Once again, I am so sorry it did not fit as you hoped, and thank you for your patience and kindness throughout. > > Warm regards, > Anna > Customer Care Team > Marlow London