Case #707 — Marlow London

Hi I have received the above order No 1658 Kerenza Elegant comfort fit UK16 (2XL) Light Blue Unfortunately it does not fit so I will need to return it and need a return lable. Could you please send me on as soon as possible Kind Regards Sue Bassett ________________________________ From: MARLOW LONDON <support@marlow-london.com> Sent: 01 July 2026 13:25 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Order #1658 confirmed [MARLOW LONDON]<https://marlow-london.com/_t/c/v3/AADgmM-kYj9q4-e_6OkSpERD8FIoTND9y9cd4QgPJwFyTgnhSzTvyAgC-Jqa1Ot5SPfu5jmpqdsk3HUSVNzAidXwt-ST_ClMJW29XSXDOqi6ofSIGeC21HjsoY5kGJHc31kuiHVX0ElYmH8zdFpD-uwUpNEysGg3_xq-_ZPF9MdOKjz8wt22Oz37SZLyC5phjBZotF9V-ktbE96QE4UmVTNZIViWW5LbJ-n-4940iDTLoUE9KUKMIIRlqO_aOijB-1kelpryz1ueS1h6NiQ7TF436SjzqmRrHsJECmpslK9HoClmVyy5FGg34ACAjUpLrNQc0nLU0ftew3NgxsuD2bYu9A==> Order confirmed Thank you, Sue 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<https://marlow-london.com/_t/c/v3/AADhm2ULeIRzK_E5D9NwLN26eKcYb3WKKVUcmx6sv7J0LQc6doypfJAQ_gDoy739dmtpnH5FAPQMnHVuT-05UHjGRZyPHlXpxkRaLkxNt2YZfFnwlg6u35rsdZTp9U0rgaG5nT5PEZaYVuMD7IQc1oKzw-JAYJDAPyNUAbVhA1UUM1R5d7iu4VR57fI0ybTQRNNGYuillzqc6wtoolLslNVlV5XQK-fGafGmQ3xhukFjQhFyWZPiL21_ObU5eHqFNkfzHRwsf6jJf7fFdeXFjp1gzFXWXc57c16ZKWW6AZGoAT4in_Fs3FfBuBLDRixhuXs_5NrMYc1HBkG_SrWKt8Ei3U4=> Order number #1658 Order summary KERENZA | ELEGANT COMFORT-FIT SWIMSUIT - Light Blue / UK 16 (2XL) Light Blue / UK 16 (2XL) · Qty 1 £39.95 Subtotal £39.95 Shipping £0.00 Total £39.95 Shipping to Sue Bassett 6 Hyders forge, Long Mill Lane TN15 0RQ Plaxtol United Kingdom Payment Shopify payments View order<https://marlow-london.com/_t/c/v3/AACv_xc2hzSKUCO59B43_y06EAi_pc9woz_AZ2EBKbuuuBIClhEALE4Y82byFMyAKuptlegsiABDQ269LIV-nHy_QYSxL8Uee32yaYlOasyxK0PgtQaXW0rn29sQmswwE4UTvaKzOVD3HkOuyfzvl7fWtomxj9lqPVQrl5MzrTG8CvpZvC7sZ8HoP0ABImQXADYJxL_CMfV_b7RVb-E-7EuaqlDaV_OkXYpiKr7qpi0j4WsqLePgWEhjvvzvHGt6Kl4BAHknk606zrmQXaT3p1szYe3xCr1lhIUHziERu0_QW3WlEgIjVwCcSvqef_YyYuRCAfNCFmKBZio9xRbg6b3sZ8TQQaorA0ND0U_qnU_cQRwXrd5-AdCC-nKcR8bXVSLyL2G48ThdPkW7BaBY4NOgrlisTLAbB8u_gctCgAPjIaa7CY8o7PfhT5QitIrAiyc7vQ332ZuUR5BA7iES85nm7eFRzPS3djvXEvww2wUwLrLA1jd0Pcu4Metjm8bf5RzLWPtbTSVa2RTbXJNwK0QJ6SUbIyHd3jjgC5XNXsCxzJCgEpys1TNa4ArdePaiKKaqiR3Ij-ugrl6h0AwnDAMMFNqYIJ8JAjv1-87-mCbniElVRis-gGdRQeuVWqvuYOoVV7rIXRe8rrde7u4tET6Q0VIQJb6CMuzAJ4LbxyqLwYHuhasg0PLnf1EBkO5OqjcN5pc8oVRWvYj1pXO4AiImxloIpMm1sMbQK9tPD0W5b83WZ8BJLD4iTOe_tzo_rSwCi5cay9zxta5kaBMo0dxT6gFsuKE--1-umvkk0-peQ9qPG4gSwevbmH828YLYfhTt4NlZt3jDXsWTKmPU7yL7d7Gk4N7ZcgSu5Hrm60bxnKbpbhNkHEPiHBdG13hHoDpclhrkPTTubnUxfGaX5G-WsVimrIc4yM_hdEwVT5Z3ulOoGUoR1B627lMxWzFQ5xsFuX8R5ApaIXN-jkRGmOVKugDpGBFawaJxOD1sgRSeo9-mMFdkyazhyTai5Bf2K5KRSIFNGlqS766RbU6-F4QfZNQ8_WIin8wZZxqhwg4i42wH-vgspLOE77z2jI3U126OFAY6iUOTmxWwc2NTxUFzwZOzfWLRwSQtR5MhhcPvkdiC-zx_wHzD9SSAbqAPEnI35UcliK-N1-IRodyouck5bJkq0cfQsX--_0G4nF0-luEkzSOxHFFXB_fUzPNfG9V__RdtCLkYqOTXjapBGRYp_XjU4raUHHWNxVHbx5_OPSTW9fdBUKhZJVkF15gAmZep0ZSTl80vkOkTSk96lqsTKCMw0wAJ5w63WmaVpmaqJqu_tVidazRvspYZZEjKw_UQWC67OMfr7lMFMjZWmoJVjFFERFTHMhpmWIb6J-xPLxVx64cIJPTZxXuU_85jdqi3sassVmhTVDbyr6_uwTizZBEL6zuSarwSXDXznIlcewO2QdZLHj-YImgZvtSvLHrevKeD-2LmU10W87xK9ZE1BHnjqb-jqGy8_i849-j7fGbJ5cyz4sScLnkhCZsSb2cAVPRjkmLExr1Ex-EFUIClIbz8bRp8h_o=> Follow us Facebook<https://marlow-london.com/_t/c/v3/AADTtxDXshOnWXGHuFcMt_ywLn2zkDMfBUe7O2kHM7wZ1ODZI9JwRh_91njxwUy-_fWCEYcp3485spNOX5hI3HIAl6F5NlmUq3K140otk0WHr-suSTgSF45x1aBj55qcKfaGg6h9JAd7OxjGXFDUGfMH28mfjFCBbKOJ0RWoxT3z_KYAHLsqz1Vib4pmOofL8Fsw6UXRS77XqnBDDJcdEjEOojDZncQwneEUbeOv9EDbaYoHR4U94ip8KonZNODzjSG5C0zEyVkno9ylT51PflJXyoSGlM1-4-2pWfMH2ICr-O4k2VP-7Bvny1M4Y-3cBGZth14bdZVXpng=>

Hi Thank you for your prompt reply, I don’t want another size thank you, just a refund as the costume is not suitable for me Kind regards Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 21 July 2026 13:43:00 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Re: Order #1658 confirmed Hi there, Good news! I can see your order 1658, 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 Thank you very much but I would just like a refund . Kind regards Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 21 July 2026 15:54:08 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Re: Order #1658 confirmed Hi Sue, Thank you for coming back to me, and I completely understand, if it's just not the right fit for you that's completely fair enough. Before you go to the trouble of sending it back, I would love to offer you an alternative. I can either put a 10 percent cashback onto your original payment method, or give you the same value in store credit for a future order, and either way you simply keep the costume, nothing to send back. Just let me know which of these you would prefer and I will get it sorted for you right away. Warm regards, Anna Customer Care Team Marlow London

Hi Could you please send me a return label for the above order Thank you Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Susan Bassett <susanbassett@hotmail.co.uk> Sent: Tuesday, 21 July 2026 16:50:01 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Order #1658 confirmed Hi Thank you very much but I would just like a refund . Kind regards Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Tuesday, 21 July 2026 15:54:08 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Re: Order #1658 confirmed Hi Sue, Thank you for coming back to me, and I completely understand, if it's just not the right fit for you that's completely fair enough. Before you go to the trouble of sending it back, I would love to offer you an alternative. I can either put a 10 percent cashback onto your original payment method, or give you the same value in store credit for a future order, and either way you simply keep the costume, nothing to send back. Just let me know which of these you would prefer and I will get it sorted for you right away. Warm regards, Anna Customer Care Team Marlow London

Hi thanks for your reply, seems like I have no choice but to except the 20% cash back as didn't realise when I bought the swim suit that this was my only choice ! Had I have known that I would not have bought it !!! Will look for my part refund. Costume will have to be sent to a charity shop! Regards Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Friday, 24 July 2026 16:13:49 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Re: Order #1658 confirmed Hi Sue, Thank you for coming back to me, and I understand you would like to send the swimsuit back for a full refund. Before you go to the trouble of that, I did want to be upfront with you about what a return actually involves. When you placed the order you agreed to our return policy at checkout, and a return here does come with real friction, it would be at your own cost, currently 19.95 pounds, it needs to be unworn and in its original packaging, and it has to travel all the way to our overseas supplier before it can even be checked, which typically takes several weeks each way, with a genuine risk of it going missing in transit. The refund itself is only released once it has arrived and been checked. Because of that, I took this to the higher-ups and asked what I personally could put forward for you, and they agreed I can offer you 20 percent cashback on your order, and you simply keep the swimsuit, nothing to send back. Just let me know if this works for you and I will get it moving for you straight away. Warm regards, Anna Customer Care Team Marlow London

Hi there, Please could you respond to my message below. My preference would still be a full refund. As it stands, the options I’ve been presented with feel like an elaborate scam. Very misleading to call yourselves Marlow London if you're shipping from overseas. Please provide me with warehouse/ returns address so I can cost up the return myself. Kind Regards, Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: Susan Bassett <susanbassett@hotmail.co.uk> Sent: Friday, July 24, 2026 18:34 To: support@marlow-london.com <support@marlow-london.com> Subject: Re: Order #1658 confirmed Hi thanks for your reply, seems like I have no choice but to except the 20% cash back as didn't realise when I bought the swim suit that this was my only choice ! Had I have known that I would not have bought it !!! Will look for my part refund. Costume will have to be sent to a charity shop! Regards Sue Bassett Sent from Outlook for iOS<https://aka.ms/o0ukef> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Friday, 24 July 2026 16:13:49 To: susanbassett@hotmail.co.uk <susanbassett@hotmail.co.uk> Subject: Re: Order #1658 confirmed Hi Sue, Thank you for coming back to me, and I understand you would like to send the swimsuit back for a full refund. Before you go to the trouble of that, I did want to be upfront with you about what a return actually involves. When you placed the order you agreed to our return policy at checkout, and a return here does come with real friction, it would be at your own cost, currently 19.95 pounds, it needs to be unworn and in its original packaging, and it has to travel all the way to our overseas supplier before it can even be checked, which typically takes several weeks each way, with a genuine risk of it going missing in transit. The refund itself is only released once it has arrived and been checked. Because of that, I took this to the higher-ups and asked what I personally could put forward for you, and they agreed I can offer you 20 percent cashback on your order, and you simply keep the swimsuit, nothing to send back. Just let me know if this works for you and I will get it moving for you straight away. Warm regards, Anna Customer Care Team Marlow London