Case #685 — Marlow London

Please can I arrange a refund on this order? The top is a terrible fit unfortunately  Many thanks  Jen Sent from my iPhone On 28 Jun 2026, at 20:49, MARLOW LONDON <support@marlow-london.com> wrote:  Order confirmation   Order confirmed Thank you, Jenny We're preparing your order with care. You'll get a shipping update as soon as it's on its way. A gift for you · £15 store credit STORECREDIT15 Use this code at checkout for £15 off your next order. Shop now Order number #1581 Order summary HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS - Teal and Red Floral / UK 12 (L) Teal and Red Floral / UK 12 (L) · Qty 1 £39.95 Subtotal £39.95 Shipping £0.00 Total £39.95 Shipping to Jen Hughes 1a Rose House, Clarence Road AL5 4AJ Harpenden United Kingdom Payment Shopify payments View order   Follow us Facebook

Hi Anna I’d like a friend please. I go on holiday tomorrow so a replacement won’t work Please advise Jen Sent from my iPhone > On 21 Jul 2026, at 15:20, support@marlow-london.com wrote: > > Hi there, > > Good news! I can see your order 1581, and we've arranged a free replacement in the correct size for you. > > You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away. > > If you'd rather not exchange, just let me know and I can look at other options too. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi please can you advise on my refund Many thanks Jen Sent from my iPhone Begin forwarded message: > From: Jenny Hughes <jenifahaych@me.com> > Date: 21 July 2026 at 15:28:21 WEST > To: support@marlow-london.com > Subject: Re: Order #1581 confirmed > > Hi Anna > > I’d like a friend please. I go on holiday tomorrow so a replacement won’t work > > Please advise > > Jen > Sent from my iPhone > >> On 21 Jul 2026, at 15:20, support@marlow-london.com wrote: >> >> Hi there, >> >> Good news! I can see your order 1581, and we've arranged a free replacement in the correct size for you. >> >> You can keep the one you already have, for a small contribution of £4.95, and there's nothing to send back. Just let me know which size you'd like instead and I'll get that sorted for you right away. >> >> If you'd rather not exchange, just let me know and I can look at other options too. >> >> Warm regards, >> Anna >> Customer Care Team >> Marlow London

I would like a refund Please advise return address Many thanks Jen Sent from my iPhone > On 29 Jul 2026, at 12:39, support@marlow-london.com wrote: > > Hi Jen, > > I'm sorry the top just isn't fitting well for you, and I completely understand that with your holiday tomorrow, a replacement won't work - and waiting weeks on a return isn't practical either. > > Here's what I'd recommend for order 1581: a 15% cashback back onto your original payment method, and you keep the set. Your money lands within 3 to 5 business days, so you're sorted before you head off. > > Does that work for you? Just reply to confirm and I'll get it arranged right away. > > If you'd prefer to return it once you're back, you have until the 12th of August - though the return postage would be your cost at that point. > > Warm regards, > Anna > Customer Care Team > Marlow London

Hi, You will note that when I said I was going on holiday tomorrow that was a week ago. Tomorrow I return home from my holiday. Why is postage nearly £20?! I’ve sent much heavier things abroad for far less. Please confirm refund address. This isn’t a very nice business model you have of avoiding refunds. Why would I want only 20% of paid price to keep something I can’t wear!! Many thanks Jen Sent from my iPhone > On 29 Jul 2026, at 15:03, support@marlow-london.com wrote: > > Hi Jen, > > Thank you for getting back to me about order 1581. I understand you would like a refund, and I'm genuinely sorry the set isn't working out for you. > > Before we arrange a return, I want to be completely honest about what that would actually involve. When you placed your order, you accepted our return policy. A return means you would pay for the postage yourself - that is £19.95 - to send the item back to us overseas. The process takes time: it typically takes 3 to 4 weeks just for the parcel to reach our supplier, and only once it arrives and has been checked do we process the refund. There is also a genuine risk the parcel could go missing in transit. Your item also needs to be unworn and in original packaging to be accepted. > > I completely understand this isn't practical with your trip tomorrow. > > So I took it to the higher-ups and asked what I personally could put forward for you, and they agreed I can offer you a 20% cashback onto your original payment method. You keep the set with our compliments, there is nothing to send back, and the money lands within 3 to 5 business days - sorted well before you head off. > > Just let me know if you would like me to arrange that. > > Warm regards, > Anna > Customer Care Team > Marlow London

I’m really sorry Anna, I don’t understand what the issue is here? I would like to return the item and get a refund. Why would you need to refer that to anyone? It’s a simple refund policy advertised on your shopify account. Not sure who you think the owner is, but a tiny bit of research tells me the owner of this business is a guy called Reinier Benjamin Savelsberg based in Amsterdam. If easier I can refer your refusal to refund to my credit card provider, the ACM in the Netherlands who deal with unfair consumer tactics or the European Consumer Centre Netherlands who deal with overseas disputes. Please let me know your preferred option? Jen Sent from my iPhone > On 31 Jul 2026, at 04:57, support@marlow-london.com wrote: > > Hi Jen, > > Thank you for being so direct with me. I completely understand your frustration about the costs and what we've offered so far. I'm genuinely on your side here. > > This normally doesn't happen, but I'm going to ask the owner myself - I hope it goes well. > > Please give me a little time, and I'll come straight back to you as soon as I hear from her. > > Warm regards, > Anna > Customer Care Team > Marlow London

Thanks Anna, A refund is much appreciated Many thanks Jen Sent from my iPhone > On 3 Aug 2026, at 13:13, support@marlow-london.com wrote: > > Hi Jen, > > You are right, and I am sorry. > > You asked for a refund on 29 July. You should have had a straight answer then, instead of being offered percentages, quoted a postage cost, and then asked to wait while I referred it on. That was not fair to you. > > So, plainly: I can refund your order in full, and you keep the set. There is nothing for you to send back, no return postage for you to pay, and no need to wait for it to travel anywhere. > > Just reply to confirm and I will process it straight away. Once I do, it will be back on your original payment method within 3 to 5 business days. > > I am sorry it took this long to give you a clear answer. > > Warm regards, > Anna > Customer Care Team > Marlow London