Case #632 — Marlow London
taztrip@hotmail.com · order 1612 · state imported · label none yet · rung 0
Facts
Return request for Order No 1612
open
not set
2026-07-19 19:32:39
—
2026-08-14 19:30:08
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Latest draft
from decision #1211 · action=reply · 2026-07-20 17:35:56 · dry-run
Hi Tara,
Thank you for explaining that further, and I'm sorry to hear it's a support issue rather than a sizing one, that does make sense, and I can see why going up a size wouldn't fix it.
I'd really like to find a solution that works for you without you having to send anything back. I can do either of the following:
1. Put a 10 percent cashback onto your original payment method and you keep both tankini sets, nothing to return, or
2. Arrange a free replacement in a different style that might give you more support. If you'd like to have a browse, here's our full range: https://marlow-london.com/collections/all, and just let me know which one catches your eye.
Just let me know which of these works best for you and I'll get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer declined the size-exchange offer for a support/fit reason and now wants a refund; per LOCKED policy this is a not-happy/changed-mind case, so offering the 10% keep-item cashback or a free replacement in a different style before considering a full refund, no action attached since nothing has been accepted yet.
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Hello
I would like to return these items as they do not fit.
As specified in your FAQs please provide the shipping label to do so.
Thank you
Tara Pritchard
Good news! We've arranged a free replacement in the correct size, so we can get this sorted for you right away.
I've found your order #1612 here, and I'm sorry to hear the fit wasn't quite right. Here's exactly how this will work: your replacement in the size you choose is completely free, with nothing to pay. And please do keep the two sets you already have with our compliments. There's no need to return anything or arrange a shipping label, so you can set that to one side.
All I need from you is the size you'd like for each of the two HONORIA Sporty Three-Piece Tankini Sets:
1. Teal and Red Floral (currently UK 10 / M)
2. Green Palm Tree (currently UK 8 / S)
Just let me know the size you'd prefer for each design and I'll get both replacements on their way to you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi
Thanks for that offer but another size will not help. I find that the top does not provide enough support for my boob size so going larger will only make it worse. I would like to return for a refund please.
Thanks
Tara
> On 20 Jul 2026, at 18:19, support@marlow-london.com wrote:
>
> Good news! We've arranged a free replacement in the correct size, so we can get this sorted for you right away.
>
> I've found your order #1612 here, and I'm sorry to hear the fit wasn't quite right. Here's exactly how this will work: your replacement in the size you choose is completely free, with nothing to pay. And please do keep the two sets you already have with our compliments. There's no need to return anything or arrange a shipping label, so you can set that to one side.
>
> All I need from you is the size you'd like for each of the two HONORIA Sporty Three-Piece Tankini Sets:
>
> 1. Teal and Red Floral (currently UK 10 / M)
> 2. Green Palm Tree (currently UK 8 / S)
>
> Just let me know the size you'd prefer for each design and I'll get both replacements on their way to you.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
Hi Tara,
Thank you for explaining that further, and I'm sorry to hear it's a support issue rather than a sizing one, that does make sense, and I can see why going up a size wouldn't fix it.
I'd really like to find a solution that works for you without you having to send anything back. I can do either of the following:
1. Put a 10 percent cashback onto your original payment method and you keep both tankini sets, nothing to return, or
2. Arrange a free replacement in a different style that might give you more support. If you'd like to have a browse, here's our full range: https://marlow-london.com/collections/all, and just let me know which one catches your eye.
Just let me know which of these works best for you and I'll get it sorted right away.
Warm regards,
Anna
Customer Care Team
Marlow London