Case #599 — Marlow London
helenryan599@gmail.com · order 1473 · state imported · label none yet · rung 0
Facts
Return
open
not set
2026-07-18 09:16:07
—
2026-08-14 19:30:08
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Latest draft
from decision #1080 · action=reply · 2026-07-19 06:52:11 · dry-run
Hi Helen,
Thank you for getting back to me, and I completely understand wanting to just send it back and be done with it.
Before you go that route though, I wanted to be honest with you about what a return actually involves, because I would hate for you to be out of pocket and left waiting. The item has to travel all the way back to our supplier overseas, and the return postage for that comes to roughly £19.95, which unfortunately falls to you. On top of that, it is several weeks in transit, and the refund can only be processed once the parcel has arrived back with us and been checked over. And on a journey that long, there is always a real chance of a parcel going astray along the way, which is the part I worry about most for you.
So I did something. This isn't the kind of thing we can usually do, but because it genuinely doesn't come up often, I took it to the higher-ups and asked what I personally could put forward for you. They agreed I can offer you a 20% cashback, which is £7.99 back to your original payment method. You keep the whole set, there is nothing to post back, and it is all settled today with no waiting and nothing to lose in the post.
Just tell me if this works out for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: operator edit 2026-07-19: personally wording
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Full thread
Hi,
I would like to return order #1473.
The item does not suit me and is not the quality I expected.
Please can you confirm return instructions?
Thanks
Helen
Hi Helen,
Thanks for reaching out, and I'm sorry to hear the order wasn't quite what you'd hoped for.
So I can point you to the best fix, could I ask what it was that didn't feel right, was it mainly the fit, or something about the quality? Whatever you tell me goes straight to the team so we can keep getting it right, and it won't hold anything up either way.
In the meantime, here are three things I can do, whichever suits you best:
1. A 10% cashback and you keep the item
2. Store credit and you keep the item
3. A free replacement in a different style, if something else catches your eye, you can browse everything here: https://marlow-london.com/
Just let me know which you'd prefer and I'll get it sorted for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Thanks but i'd like to return the item for a full refund.
Helen
On Sun, 19 Jul 2026, 00:51 , <support@marlow-london.com> wrote:
> Hi Helen,
>
> Thanks for reaching out, and I'm sorry to hear the order wasn't quite what
> you'd hoped for.
>
> So I can point you to the best fix, could I ask what it was that didn't
> feel right, was it mainly the fit, or something about the quality? Whatever
> you tell me goes straight to the team so we can keep getting it right, and
> it won't hold anything up either way.
>
> In the meantime, here are three things I can do, whichever suits you best:
>
> 1. A 10% cashback and you keep the item
> 2. Store credit and you keep the item
> 3. A free replacement in a different style, if something else catches your
> eye, you can browse everything here: https://marlow-london.com/
>
> Just let me know which you'd prefer and I'll get it sorted for you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
Hi Helen,
Thank you for getting back to me, and I completely understand wanting to just send it back and be done with it.
Before you go that route though, I wanted to be honest with you about what a return actually involves, because I would hate for you to be out of pocket and left waiting. The item has to travel all the way back to our supplier overseas, and the return postage for that comes to roughly £19.95, which unfortunately falls to you. On top of that, it is several weeks in transit, and the refund can only be processed once the parcel has arrived back with us and been checked over. And on a journey that long, there is always a real chance of a parcel going astray along the way, which is the part I worry about most for you.
So I did something. This isn't the kind of thing we can usually do, but because it genuinely doesn't come up often, I took it to the higher-ups and asked what I personally could put forward for you. They agreed I can offer you a 20% cashback, which is £7.99 back to your original payment method. You keep the whole set, there is nothing to post back, and it is all settled today with no waiting and nothing to lose in the post.
Just tell me if this works out for you.
Warm regards,
Anna
Customer Care Team
Marlow London