Case #670 — Marlow London

Hi, I just put an order on the website MARLOW LONDON with number #2781, I'd like to cancel the order and request for a refund please. Best

Hi, I'm considering the other color and would like to try it in the mall before I decide which colour to buy, so it would be great if you can help to cancel the order. Best On Mon, Jul 20, 2026 at 4:22 PM <support@marlow-london.com> wrote: > Hi there, > > Thanks for reaching out, and sorry to hear you'd like to cancel order > #2781. > > Good news, I can see the order hasn't shipped yet, so I'm checking right > now whether we can still stop it before it goes out. I'll come back to you > the moment I know more, and if we're able to catch it in time, I'll get > your full refund processed straight away. > > If you don't mind sharing, it would help us to know what prompted the > cancellation, so we can make sure this does not happen to you again or to > another customer. This is entirely optional and won't affect your refund > either way. > > Thank you for your patience. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi, I don't understand why I am still receiving the delivery info just now, I'll need to cancel the order anyhow, I don't want to return it back after I receive it. Can you please take care of this? Thanks On Mon, Jul 20, 2026 at 4:25 PM Sherry Fan <sherryfan199592@gmail.com> wrote: > Hi, > I'm considering the other color and would like to try it in the mall > before I decide which colour to buy, so it would be great if you can help > to cancel the order. > > Best > > On Mon, Jul 20, 2026 at 4:22 PM <support@marlow-london.com> wrote: > >> Hi there, >> >> Thanks for reaching out, and sorry to hear you'd like to cancel order >> #2781. >> >> Good news, I can see the order hasn't shipped yet, so I'm checking right >> now whether we can still stop it before it goes out. I'll come back to you >> the moment I know more, and if we're able to catch it in time, I'll get >> your full refund processed straight away. >> >> If you don't mind sharing, it would help us to know what prompted the >> cancellation, so we can make sure this does not happen to you again or to >> another customer. This is entirely optional and won't affect your refund >> either way. >> >> Thank you for your patience. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London >> >

Hi, I'm still requesting a full refund, please take care of it as soon as possible. Thanks. On Tue, Jul 21, 2026 at 3:31 PM <support@marlow-london.com> wrote: > Hi Sherry, > > Thank you for following up, and I completely understand the confusion > about still seeing delivery updates. To clarify, a shipping label has been > created for order #2781, but the live tracking currently shows only > "information received" from the carrier, which means the parcel has not yet > actually been physically collected or scanned as moving. That is why you > are still seeing early tracking notifications come through. > > Because it has not yet been picked up, there is a genuine chance we can > still catch it before it leaves, and we are requesting that stop right now. > > You have mentioned a couple of times that either way, you would rather not > receive the item and deal with sending it back afterwards, so I want to > give you a choice rather than leave you waiting on us: > > 1. Take a 30% cashback (£16.49) right now, and simply keep the item > whenever it arrives, no need to return anything. This can be done today, > and nothing further is needed from you. > > 2. Let us keep trying to stop the shipment and pursue a full refund if the > stop succeeds. If you would prefer to swap for the other colour instead of > cancelling altogether, just let us know and we can arrange that too. > > Whichever you choose, please do not worry about whether you are entitled > to a refund, you are, and however this resolves, you will get exactly what > you are asking for. > > You can follow the live tracking here in the meantime: > https://marlow-london.com/apps/parcelpanel?nums=YT2620200700583984 > > Just let me know which option you would like, and I will take care of it > straight away. > > Warm regards, > Anna > Customer Care Team > Marlow London >

I have checked the delivery info, it hasn't out of delivery yet, please proceed to full refund directly. Thanks On Tue, Jul 21, 2026 at 9:32 PM <support@marlow-london.com> wrote: > Hi Sherry, > > I'm so sorry, we were not able to cancel order 2781 in time, it has now > gone out with the courier. > > I have talked to the higher-ups and we can handle a 30% cashback (£16.48) > back to your original payment method without needing to stop the order or > arrange a return, does this interest you? Or would you rather wait until it > arrives and send it back for a full refund instead, entirely your call. > > Just let me know which you would prefer and I will get it moving straight > away. > > Warm regards, > Anna > Customer Care Team > Marlow London >

Hi, That's ok, thanks. May I ask when I can expect to receive the refund? Best. Sherry On Wed, Jul 29, 2026 at 1:30 PM <support@marlow-london.com> wrote: > Hi Sherry, > > Thank you for your patience, and I am sorry for how much back-and-forth > this has been. > > I've just checked again, and your parcel has already left our supplier and > is moving with the courier, it is genuinely too far along for us to pull it > back at this point. So here is what I'm doing: I'm processing a full 100% > refund back to your original payment method, and you don't need to send > anything back, please keep the item once it arrives. > > I know this has dragged on longer than it should have, and I appreciate > you sticking with me through it. The refund will land on your original > payment method within our usual refund window. > > Warm regards, > Anna > Customer Care Team > Marlow London >