Case #553 — Marlow London

Hello Where is my order please? I have had no updates on when it will be delivered. Sarah Fedorcio-Atkin On 10 Jul 2026, at 14:33, MARLOW LONDON <support@marlow-london.com> wrote:  [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AABTVlLbDw8VHBX0GaCMIJsqia2B_S-7s_LTDrAJXz5yWYybtgVi4pBz21XNPLWREORaMO4LcS7TbpLRVZswlZkgBNlN_QUCY2bOLHORAKCmRswiT7BjQunW99Al0py9lYud6YOx8wr3Im3OxfkpLeyQYNmOoy9DXtH5b1qCYz7n3QF7aRyCgi3hJ1CKvqQAC8n0fQMKCBipMxlUiuoZV1eLq1BsSRIbLaHfolEA1JWzdKN64rJ9GxEGOl8M8H5uaAokmwSyAYIsJM6142qTnKNu5GBThalDLAkcXhWj_3poSCYwpuL76ghf91j2TVXImXG7LfHUX8NAIhpnPEBzPeY7bw==> Shipped On its way, Sarah Your order has left our boutique. Track your package below to see when it'll arrive. Tracking number 4PX3002971954143CN Carrier: Other Track now<https://marlow-london.com/_t/c/v3/AADMwB-yDkeAHWerav9pD9hIQ6Z5sdNXaYXtMZWzzZnIuxBVYzv9E3dUOkXB7s55jGupUNar9M-nk_pn4sFMXXYZglvfF2--opGVPjYNdm1_9e6I3uIZhteae898fzyFIKcXrEPzAekGM62q9m1fMRSAUIXD1QOPOzZY45VjJ8x7mC1mQkIUp6U-m_hod6HTZFLFzoCjptQfuQkMXp0ApB02BoJ17paVfnWauxDOjpxRntG-TIw6fWOZnjvriuNc1FWz97uxDnSHSoKQ0cRJSuvxQZBhO4QMcgPwQZm7gA-pZxG9WuO09sFSoiUap4YIvUZ7kp5zzBavpAnu5QTt8ZZioOg5NUU8npMvzR66YS2p8t--gQ==> A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order at marlow-london.com<https://marlow-london.com/_t/c/v3/AACOgB_MxXhALULllK5kq-jWp2goT3pKzi9H7K_5P04IvoqW8fXe9JTvSBvAOTauUngcNZRkGX-3LFiAN_vIRhFNEaloAkgy6XyqT81fzur4o0v8t3flFBiJybDcNE1p4DX5NunB9A4EzWfOAWkPeeBOclUC5ElRuhei76ukLZIgYwfb3bhW7700rl0n0ETJqShGNiHN5Mu0EJHj-WONHNDYbMxbkAs9n2gsgeiJudaNODs-OWiwDh0rxX4mAz2wkTc511cUqKEkf7kRuMx5tXRUTor-L38hBEp1B70x3k1vz1Zf1WaAZsUjMoRMWFaAOOCOmtQBvYJnnhubCEA_9BP3SBs=>. Items shipped HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 18 (3XL) · Teal and Red Floral / UK 18 (3XL) · Qty 1 Order number #1989 Shipping to Sarah Fedorcio-Atkin Didcot, United Kingdom Questions about your delivery? Reply to this email and we'll help right away. Follow us Facebook<https://marlow-london.com/_t/c/v3/AACoamkg1FgtntGnSX3ujmOCC1sJdwemRTUL-eyrcOWc6cHdt-zI9FC6MFGvJ3Wy1Avg1tZVLOIZr6NX8oQ4nXYtiaqZxpsAp-U2yG_Wt34AhHJFVFFJ8uUpQ_CzZ1yEv6R3oykAaNMZWQYMZxPJHxQbb8SKZzAVXddOKzyvCOHqE7EBAXVKlz34eASsZQlnoduqJCk3OtGUrRGT4OvTM8PazthAj0XM70oKR6VuEMXElt5PDkdmMkqERBN8RBssoy6dxNBsi8iV9bXOP8xsvJWnWUW_pxFvWLcKRvRxRMyotBHfyHPXOCsGmnBDf0bIqPnWqHzbOakhJuU=>

Hello My order hasn’t moved since 10 July. Please update on when it will arrive. Regards Sarah Fedorcio-Atkin > On 16 Jul 2026, at 17:00, support@marlow-london.com wrote: > > Hey, thanks for reaching out! > > Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 8 to 12 days. > > You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954143CN > > If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hello I finally received my order today. It is not as advertised (no pockets) and it does not fit. I wish to return it for a full refund. Please set out your returns information so this can be organised. Regards Sarah Fedorcio-Atkin > On 22 Jul 2026, at 05:51, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: > > Hello > > My order hasn’t moved since 10 July. Please update on when it will arrive. > > Regards > > Sarah Fedorcio-Atkin > >> On 16 Jul 2026, at 17:00, support@marlow-london.com wrote: >> >> Hey, thanks for reaching out! >> >> Good news, your order has been processed and is on its way. Because of the higher order volume from our current sale, shipping times have increased a little, and we're doing everything we can to get your package to you as fast as possible. Right now we estimate it to arrive within about 8 to 12 days. >> >> You can follow its progress here: https://marlow-london.com/apps/parcelpanel?nums=4PX3002971954143CN >> >> If the tracking hasn't moved after a little while, just let us know and we'll be happy to look into it further for you. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

Hi Anna Thank you for your reply but the quality is only part of the issue. It did not fit. I would like to return the item and have a full refund. Please confirm refund arrangements. Regards Sarah Fedorcio-Atkin > On 31 Jul 2026, at 05:37, support@marlow-london.com wrote: > > Hi Sarah, > > Thank you for getting back to me, and I'm so sorry to hear the set doesn't have the pockets it was advertised with and doesn't fit the way you were hoping. That's genuinely not the standard we want to be sending out. > > I have checked with the manufacturer and confirmed that your order was part of a faulty batch. This is unacceptable, and we are noting it so it does not happen again. > > I absolutely want to put this right for you. I can arrange a replacement set with the correct pockets to the same address your order went to, and please do keep the set you received with our compliments - there's nothing you need to send back. As a sincere apology, I would also like to put a 10% cashback back onto your original payment method, which will land within 3 to 5 business days. > > Just reply to confirm and I'll get both moving for you straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi Anna Please provide the shipping address and details of how to post it to you to for a full cost return. I am not happy with the quality or sizing of the item and your alternative offer set out below is misleading. Regards Sarah Fedorcio-Atkin > On 31 Jul 2026, at 06:24, support@marlow-london.com wrote: > > Hi Sarah, > > Thank you for your reply, and I completely understand. Both the missing pockets and the sizing issue together mean this isn't right for you. > > I want to be straight with you about what returning would actually involve. You'd need to pay the £19.95 return postage from your own pocket to ship it back to our overseas supplier. It then takes around 3 to 4 weeks just to travel back to them, and the refund is only released after it arrives and gets checked. So you're looking at close to a month before the money actually lands on your card. There's also a real risk the parcel could be lost in transit somewhere along the way. > > Because what's happened here genuinely shouldn't have, I've taken this to the higher-ups and asked what I can put forward. They've agreed I can offer you a 25% cashback returned to your original payment method straight away, and you keep the item. It lands within 3 to 5 business days, no posting required, just resolved today. > > Just reply to confirm and I'll get that arranged for you immediately. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi It has now been 5 business days and I have not received my refund - as you set out below. Where is it, please? Sarah Fedorcio-Atkin > On 31 Jul 2026, at 21:19, support@marlow-london.com wrote: > > Hi Sarah, > > I wanted to come back to you personally because what's happened here genuinely isn't acceptable, and I apologize. > > The problem is clear - the set you received doesn't have the pockets it was advertised to have, and it doesn't fit. That's on us, and I'm sorry for both the product issue and for how long this has gone on. > > Rather than have you deal with the expense and hassle of shipping something back overseas - £19.95 out of your own pocket, weeks waiting for it to travel and be checked, with the real risk of it getting lost in transit - I'd like to settle this today in a way that's fair. > > I'm refunding you the original price of the set minus the £19.95 return shipping cost, back to your original payment method. It lands within 3 to 5 business days. You keep the set, nothing needs posting. This is resolved today. > > As a small token of our apologies, here's a code for £15 off whenever you're ready to order again: STORECREDIT15. > > If you'd still prefer to return it for the full amount, I completely understand - just let me know and I'll sort that with you right away. > > I'm sorry for how this has gone. > > Warm regards, > Marlow > Marlow London

Hello I have still not received my refund. Please confirm when it will arrive. Sarah Fedorcio-Atkin > On 7 Aug 2026, at 22:24, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: > > Hi > > It has now been 5 business days and I have not received my refund - as you set out below. Where is it, please? > > > > Sarah Fedorcio-Atkin > >> On 31 Jul 2026, at 21:19, support@marlow-london.com wrote: >> >> Hi Sarah, >> >> I wanted to come back to you personally because what's happened here genuinely isn't acceptable, and I apologize. >> >> The problem is clear - the set you received doesn't have the pockets it was advertised to have, and it doesn't fit. That's on us, and I'm sorry for both the product issue and for how long this has gone on. >> >> Rather than have you deal with the expense and hassle of shipping something back overseas - £19.95 out of your own pocket, weeks waiting for it to travel and be checked, with the real risk of it getting lost in transit - I'd like to settle this today in a way that's fair. >> >> I'm refunding you the original price of the set minus the £19.95 return shipping cost, back to your original payment method. It lands within 3 to 5 business days. You keep the set, nothing needs posting. This is resolved today. >> >> As a small token of our apologies, here's a code for £15 off whenever you're ready to order again: STORECREDIT15. >> >> If you'd still prefer to return it for the full amount, I completely understand - just let me know and I'll sort that with you right away. >> >> I'm sorry for how this has gone. >> >> Warm regards, >> Marlow >> Marlow London

Hello Please provide an update on my refund. Sarah Fedorcio-Atkin > On 10 Aug 2026, at 13:40, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: > > Hello > > I have still not received my refund. Please confirm when it will arrive. > > Sarah Fedorcio-Atkin > >> On 7 Aug 2026, at 22:24, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: >> >> Hi >> >> It has now been 5 business days and I have not received my refund - as you set out below. Where is it, please? >> >> >> >> Sarah Fedorcio-Atkin >> >>>> On 31 Jul 2026, at 21:19, support@marlow-london.com wrote: >>> >>> Hi Sarah, >>> >>> I wanted to come back to you personally because what's happened here genuinely isn't acceptable, and I apologize. >>> >>> The problem is clear - the set you received doesn't have the pockets it was advertised to have, and it doesn't fit. That's on us, and I'm sorry for both the product issue and for how long this has gone on. >>> >>> Rather than have you deal with the expense and hassle of shipping something back overseas - £19.95 out of your own pocket, weeks waiting for it to travel and be checked, with the real risk of it getting lost in transit - I'd like to settle this today in a way that's fair. >>> >>> I'm refunding you the original price of the set minus the £19.95 return shipping cost, back to your original payment method. It lands within 3 to 5 business days. You keep the set, nothing needs posting. This is resolved today. >>> >>> As a small token of our apologies, here's a code for £15 off whenever you're ready to order again: STORECREDIT15. >>> >>> If you'd still prefer to return it for the full amount, I completely understand - just let me know and I'll sort that with you right away. >>> >>> I'm sorry for how this has gone. >>> >>> Warm regards, >>> Marlow >>> Marlow London

Good morning Still no sign of the refund. You are withholding money and I will be forced to take you to the courts and start legal proceedings if you do not give it back. Please provide an update so we can close this matter. Sarah Fedorcio-Atkin > On 11 Aug 2026, at 10:52, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: > > Hello > > Please provide an update on my refund. > > Sarah Fedorcio-Atkin > >> On 10 Aug 2026, at 13:40, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: >> >> Hello >> >> I have still not received my refund. Please confirm when it will arrive. >> >> Sarah Fedorcio-Atkin >> >>>> On 7 Aug 2026, at 22:24, Sarah Fedorcio-Atkin <sarah.fedorcio@hotmail.co.uk> wrote: >>> >>> Hi >>> >>> It has now been 5 business days and I have not received my refund - as you set out below. Where is it, please? >>> >>> >>> >>> Sarah Fedorcio-Atkin >>> >>>>> On 31 Jul 2026, at 21:19, support@marlow-london.com wrote: >>>> >>>> Hi Sarah, >>>> >>>> I wanted to come back to you personally because what's happened here genuinely isn't acceptable, and I apologize. >>>> >>>> The problem is clear - the set you received doesn't have the pockets it was advertised to have, and it doesn't fit. That's on us, and I'm sorry for both the product issue and for how long this has gone on. >>>> >>>> Rather than have you deal with the expense and hassle of shipping something back overseas - £19.95 out of your own pocket, weeks waiting for it to travel and be checked, with the real risk of it getting lost in transit - I'd like to settle this today in a way that's fair. >>>> >>>> I'm refunding you the original price of the set minus the £19.95 return shipping cost, back to your original payment method. It lands within 3 to 5 business days. You keep the set, nothing needs posting. This is resolved today. >>>> >>>> As a small token of our apologies, here's a code for £15 off whenever you're ready to order again: STORECREDIT15. >>>> >>>> If you'd still prefer to return it for the full amount, I completely understand - just let me know and I'll sort that with you right away. >>>> >>>> I'm sorry for how this has gone. >>>> >>>> Warm regards, >>>> Marlow >>>> Marlow London