Case #58 — Marlow London
bekivieg@gmail.com · order 1228 · state imported · label none yet · rung 0
Facts
=?UTF-8?Q?Return_Order=C2=A0number_=231228?=
no_response
not set
2026-06-10 10:39:18
—
2026-08-14 19:30:08
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Latest draft
from decision #106 · action=reply · 2026-06-22 07:30:31 · dry-run
Hi Beki,
Firstly, I am really sorry for how long it has taken me to get back to you. Thank you for your patience with this.
I am very happy to arrange a cardigan as your free replacement, and of course you keep your original items as well. The only thing is that a cardigan was not one of the two pieces we had shortlisted, so I do not want to guess and send you the wrong one.
Could you send me the exact cardigan you would like, either a link to it from our site or the product name, along with your size and colour? As long as it is around the £39.95 value of your order, I will get the correct one arranged for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: regen batch 2026-07-18 pre14-kept
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Full thread
Order no. #1228
Hello I want to return my order for the items I received last week. The
items are poorly fitted and the fabric is not what I expected. Please send
a return label and I will post it back.
Kindest regards
Bekivie George
Ireland.
Thank you for your response.
For your first option, can you clarify if you mean you will find a better
fit that I prefer and deliver it to me . And as of today I cannot even
find your website anymore as it seems to have disappeared when I click on
the link in your email.
On Wed, 10 Jun 2026, 13:50 , <support@marlow-london.com> wrote:
> Dear Bekivie,
>
>
> Thank you for getting in touch. I am sorry to hear that the fit and fabric
> of the items were not quite what you expected.
>
> Before we proceed with the return, we would be happy to offer you one of
> the following solutions:
>
> 1. We can help you find a comparable product that may be a better fit
> for your preferences.
> 2. Alternatively, we can issue a *10% refund of your order value*, and
> you may keep the items.
>
> Please let us know whether either of these options would be suitable for
> you. If not, we will be happy to assist you further with the return process.
>
> Kind regards,
> *Marlow London Customer Care*
> support@marlow-london.com
>
>
>
> On Wed, Jun 10, 2026 at 12:39, B G <bekivieg@gmail.com> wrote:
>
>
> Order no. #1228
> Hello I want to return my order for the items I received last week. The
> items are poorly fitted and the fabric is not what I expected. Please send
> a return label and I will post it back.
> Kindest regards
>
> Bekivie George
>
> Ireland.
>
>
Good morning
I have attached the photos of the items I chose again and highlighted it
with red marker . It is size S.
Kind regards
Beki
Ireland.
On Fri, 19 Jun 2026, 03:35 , <support@marlow-london.com> wrote:
> Thank you for your message, and our sincere apologies for the confusion.
>
>
> It looks like something may have gone wrong during the process, and we
> want to make absolutely sure that we arrange the correct replacement items
> for you.
>
>
> Could you please confirm exactly which products you would like us to send
> as replacements? If possible, please send us the product links from our
> website, or clear photos/screenshots of the exact items, including the
> preferred size and colour.
>
>
> Once we have this information, we will review it carefully and make sure
> the correct items are requested for you.
>
>
> Kind regards,
> Marlow London Support
>
>
>
> On Thu, Jun 18, 2026 at 21:00, B G <bekivieg@gmail.com> wrote:
>
> Good afternoon
> Thank you, I will inform me when the items are delivered.
>
> Bekivie George
>
> On Sun, 14 Jun 2026, 04:41 , <support@marlow-london.com> wrote:
>
> Dear Bekivie,
>
>
> Thank you for confirming this and for sending over the screenshots.
>
>
> We have now requested the exchange for the blue jeans in size 8 and the
> purple top in size 8. This will be processed shortly, and you can expect to
> receive the replacement items soon.
>
>
> We will keep you updated as soon as there is any further information
> regarding the shipment.
>
>
> Kind regards,
> Marlow London Customer Care
> support@marlow-london.com
>
>
>
> On Fri, Jun 12, 2026 at 01:05, B G <bekivieg@gmail.com> wrote:
>
> Thank you for your response.
> I have looked through the items to find a replacement but I am not
> interested in any of the other sets available on the website. I could only
> select a blue jean size 8 trouser and a purple size 8 top and I have
> attached the screenshots of the items that I can exchange for.
> Thank you
>
> On Wed, 10 Jun 2026, 22:30 , <support@marlow-london.com> wrote:
>
> Dear Bekivie,
>
> Thank you for getting back to us, and apologies for any confusion.
>
> To clarify the first option: you may choose a comparable item from our
> store (or an item of similar value), and we will send it to you free of
> charge. You would also be able to keep the original items, so there is no
> need to return anything. We will cover the shipping costs for the
> replacement item as well.
>
> If you would like to proceed with this option, please let me know which
> item and size you would prefer. If the new item exceeds the value of your
> original order, a shipping fee of £5.50 will apply.
>
> Alternatively, I can increase our previous offer to a 25% refund of your
> order value, and you may keep the items with no return required.
>
> Of course, if you would still prefer to return the items, they can be sent
> back to our supplier within 30 days of delivery, provided they are unworn
> and in their original packaging. Return shipping costs £19.95 GBP, and any
> refund will be processed to your original payment method within 3–5
> business days of the return being received.
>
> Regarding the website, I'm sorry you're having trouble accessing it.
> Please try opening http://www.marlow-london.com directly in a new browser
> tab or using a different browser. If the issue persists, clearing your
> cache may help. Please let me know if you're still experiencing
> difficulties, and I'll be happy to assist further.
>
> Just let me know which option you would prefer, and I'll take ca
Dear Bekivie,
Thank you for confirming this and for sending over the screenshots.
We have now requested the exchange for the blue jeans in size 8 and the purple top in size 8. This will be processed shortly, and you can expect to receive the replacement items soon.
We will keep you updated as soon as there is any further information regarding the shipment.
Kind regards,
Marlow London Customer Care
support@marlow-london.com
On Fri, Jun 12, 2026 at 01:05, B G <bekivieg@gmail.com> wrote:Thank you for your response.I have looked through the items to find a replacement but I am not interested in any of the other sets available on the website. I could only select a blue jean size 8 trouser and a purple size 8 top and I have attached the screenshots of the items that I can exchange for. Thank you
On Wed, 10 Jun 2026, 22:30 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for getting back to us, and apologies for any confusion.
To clarify the first option: you may choose a comparable item from our store (or an item of similar value), and we will send it to you free of charge. You would also be able to keep the original items, so there is no need to return anything. We will cover the shipping costs for the replacement item as well.
If you would like to proceed with this option, please let me know which item and size you would prefer. If the new item exceeds the value of your original order, a shipping fee of £5.50 will apply.
Alternatively, I can increase our previous offer to a 25% refund of your order value, and you may keep the items with no return required.
Of course, if you would still prefer to return the items, they can be sent back to our supplier within 30 days of delivery, provided they are unworn and in their original packaging. Return shipping costs £19.95 GBP, and any refund will be processed to your original payment method within 3–5 business days of the return being received.
Regarding the website, I'm sorry you're having trouble accessing it. Please try opening http://www.marlow-london.com (http://www.marlow-london.com) directly in a new browser tab or using a different browser. If the issue persists, clearing your cache may help. Please let me know if you're still experiencing difficulties, and I'll be happy to assist further.
Just let me know which option you would prefer, and I'll take care of the rest.
Warm regards,
Anna
Customer Care Team
Marlow London
On Wed, Jun 10, 2026 at 18:01, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Thank you for your response. For your first option, can you clarify if you mean you will find a better fit that I prefer and deliver it to me . And as of today I cannot even find your website anymore as it seems to have disappeared when I click on the link in your email.
On Wed, 10 Jun 2026, 13:50 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for getting in touch. I am sorry to hear that the fit and fabric of the items were not quite what you expected.
Before we proceed with the return, we would be happy to offer you one of the following solutions:
* We can help you find a comparable product that may be a better fit for your preferences.
* Alternatively, we can issue a 10% refund of your order value, and you may keep the items.
Please let us know whether either of these options would be suitable for you. If not, we will be happy to assist you further with the return process.
Kind regards,
Marlow London Customer Care
support@marlow-london.com
On Wed, Jun 10, 2026 at 12:39, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Order no. #1228 Hello I want to return my order for the items I received last week. The items are poorly fitted and the fabric is not what I expected. Please send a return label and I will post it back. Kindest regards
Bekivie George
Ireland.
Thank you for your message, and our sincere apologies for the confusion.
It looks like something may have gone wrong during the process, and we want to make absolutely sure that we arrange the correct replacement items for you.
Could you please confirm exactly which products you would like us to send as replacements? If possible, please send us the product links from our website, or clear photos/screenshots of the exact items, including the preferred size and colour.
Once we have this information, we will review it carefully and make sure the correct items are requested for you.
Kind regards,
Marlow London Support
On Thu, Jun 18, 2026 at 21:00, B G <bekivieg@gmail.com> wrote:Good afternoon Thank you, I will inform me when the items are delivered.
Bekivie George
On Sun, 14 Jun 2026, 04:41 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for confirming this and for sending over the screenshots.
We have now requested the exchange for the blue jeans in size 8 and the purple top in size 8. This will be processed shortly, and you can expect to receive the replacement items soon.
We will keep you updated as soon as there is any further information regarding the shipment.
Kind regards,
Marlow London Customer Care
support@marlow-london.com
On Fri, Jun 12, 2026 at 01:05, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Thank you for your response.I have looked through the items to find a replacement but I am not interested in any of the other sets available on the website. I could only select a blue jean size 8 trouser and a purple size 8 top and I have attached the screenshots of the items that I can exchange for. Thank you
On Wed, 10 Jun 2026, 22:30 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for getting back to us, and apologies for any confusion.
To clarify the first option: you may choose a comparable item from our store (or an item of similar value), and we will send it to you free of charge. You would also be able to keep the original items, so there is no need to return anything. We will cover the shipping costs for the replacement item as well.
If you would like to proceed with this option, please let me know which item and size you would prefer. If the new item exceeds the value of your original order, a shipping fee of £5.50 will apply.
Alternatively, I can increase our previous offer to a 25% refund of your order value, and you may keep the items with no return required.
Of course, if you would still prefer to return the items, they can be sent back to our supplier within 30 days of delivery, provided they are unworn and in their original packaging. Return shipping costs £19.95 GBP, and any refund will be processed to your original payment method within 3–5 business days of the return being received.
Regarding the website, I'm sorry you're having trouble accessing it. Please try opening http://www.marlow-london.com (http://www.marlow-london.com) directly in a new browser tab or using a different browser. If the issue persists, clearing your cache may help. Please let me know if you're still experiencing difficulties, and I'll be happy to assist further.
Just let me know which option you would prefer, and I'll take care of the rest.
Warm regards,
Anna
Customer Care Team
Marlow London
On Wed, Jun 10, 2026 at 18:01, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Thank you for your response. For your first option, can you clarify if you mean you will find a better fit that I prefer and deliver it to me . And as of today I cannot even find your website anymore as it seems to have disappeared when I click on the link in your email.
On Wed, 10 Jun 2026, 13:50 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for getting in touch. I am sorry to hear that the fit and fabric of the item
Dear Beki,
Thank you for your email and for sending the marked images.
After reviewing the items, we would like to clarify that the original product purchased had a value of £39.95. As such, we can offer one replacement item of the same value, rather than multiple replacement items whose combined value exceeds the original purchase amount.
Could you please let us know which item you would prefer as your replacement: the jeans or the top?
Once we receive your confirmation, we will be happy to proceed with the replacement for you.
Kind regards,
Marlow London Support
On Fri, Jun 19, 2026 at 07:38, B G <bekivieg@gmail.com> wrote: Good morning I have attached the photos of the items I chose again and highlighted it with red marker . It is size S. Kind regards
Beki Ireland.
On Fri, 19 Jun 2026, 03:35 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Thank you for your message, and our sincere apologies for the confusion.
It looks like something may have gone wrong during the process, and we want to make absolutely sure that we arrange the correct replacement items for you.
Could you please confirm exactly which products you would like us to send as replacements? If possible, please send us the product links from our website, or clear photos/screenshots of the exact items, including the preferred size and colour.
Once we have this information, we will review it carefully and make sure the correct items are requested for you.
Kind regards,
Marlow London Support
On Thu, Jun 18, 2026 at 21:00, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Good afternoon Thank you, I will inform me when the items are delivered.
Bekivie George
On Sun, 14 Jun 2026, 04:41 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for confirming this and for sending over the screenshots.
We have now requested the exchange for the blue jeans in size 8 and the purple top in size 8. This will be processed shortly, and you can expect to receive the replacement items soon.
We will keep you updated as soon as there is any further information regarding the shipment.
Kind regards,
Marlow London Customer Care
support@marlow-london.com
On Fri, Jun 12, 2026 at 01:05, B G <bekivieg@gmail.com (mailto:bekivieg@gmail.com)> wrote:
Thank you for your response. I have looked through the items to find a replacement but I am not interested in any of the other sets available on the website. I could only select a blue jean size 8 trouser and a purple size 8 top and I have attached the screenshots of the items that I can exchange for. Thank you
On Wed, 10 Jun 2026, 22:30 , <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Dear Bekivie,
Thank you for getting back to us, and apologies for any confusion.
To clarify the first option: you may choose a comparable item from our store (or an item of similar value), and we will send it to you free of charge. You would also be able to keep the original items, so there is no need to return anything. We will cover the shipping costs for the replacement item as well.
If you would like to proceed with this option, please let me know which item and size you would prefer. If the new item exceeds the value of your original order, a shipping fee of £5.50 will apply.
Alternatively, I can increase our previous offer to a 25% refund of your order value, and you may keep the items with no return required.
Of course, if you would still prefer to return the items, they can be sent back to our supplier within 30 days of delivery, provided they are unworn and in their original packaging. Return shipping costs £19.95 GBP, and any refund will be processed to your original payment method within 3–5 business days of the return being received.
Regarding the website, I'm sorry you're having trouble accessing it.
Hi. I will have the cardigan. Thank you.
On Sat, 20 Jun 2026, 23:30 , <support@marlow-london.com> wrote:
> Dear Beki,
>
> Thank you for your email and for sending the marked images.
>
> After reviewing the items, we would like to clarify that the original
> product purchased had a value of £39.95. As such, we can offer one
> replacement item of the same value, rather than multiple replacement items
> whose combined value exceeds the original purchase amount.
>
> Could you please let us know which item you would prefer as your
> replacement: the jeans or the top?
>
> Once we receive your confirmation, we will be happy to proceed with the
> replacement for you.
>
> Kind regards,
> Marlow London Support
>
>
>
>
> On Fri, Jun 19, 2026 at 07:38, B G <bekivieg@gmail.com> wrote:
>
> Good morning
> I have attached the photos of the items I chose again and highlighted it
> with red marker . It is size S.
> Kind regards
>
> Beki
> Ireland.
>
> On Fri, 19 Jun 2026, 03:35 , <support@marlow-london.com> wrote:
>
> Thank you for your message, and our sincere apologies for the confusion.
>
>
> It looks like something may have gone wrong during the process, and we
> want to make absolutely sure that we arrange the correct replacement items
> for you.
>
>
> Could you please confirm exactly which products you would like us to send
> as replacements? If possible, please send us the product links from our
> website, or clear photos/screenshots of the exact items, including the
> preferred size and colour.
>
>
> Once we have this information, we will review it carefully and make sure
> the correct items are requested for you.
>
>
> Kind regards,
> Marlow London Support
>
>
>
> On Thu, Jun 18, 2026 at 21:00, B G <bekivieg@gmail.com> wrote:
>
> Good afternoon
> Thank you, I will inform me when the items are delivered.
>
> Bekivie George
>
> On Sun, 14 Jun 2026, 04:41 , <support@marlow-london.com> wrote:
>
> Dear Bekivie,
>
>
> Thank you for confirming this and for sending over the screenshots.
>
>
> We have now requested the exchange for the blue jeans in size 8 and the
> purple top in size 8. This will be processed shortly, and you can expect to
> receive the replacement items soon.
>
>
> We will keep you updated as soon as there is any further information
> regarding the shipment.
>
>
> Kind regards,
> Marlow London Customer Care
> support@marlow-london.com
>
>
>
> On Fri, Jun 12, 2026 at 01:05, B G <bekivieg@gmail.com> wrote:
>
> Thank you for your response.
> I have looked through the items to find a replacement but I am not
> interested in any of the other sets available on the website. I could only
> select a blue jean size 8 trouser and a purple size 8 top and I have
> attached the screenshots of the items that I can exchange for.
> Thank you
>
> On Wed, 10 Jun 2026, 22:30 , <support@marlow-london.com> wrote:
>
> Dear Bekivie,
>
> Thank you for getting back to us, and apologies for any confusion.
>
> To clarify the first option: you may choose a comparable item from our
> store (or an item of similar value), and we will send it to you free of
> charge. You would also be able to keep the original items, so there is no
> need to return anything. We will cover the shipping costs for the
> replacement item as well.
>
> If you would like to proceed with this option, please let me know which
> item and size you would prefer. If the new item exceeds the value of your
> original order, a shipping fee of £5.50 will apply.
>
> Alternatively, I can increase our previo