Case #743 — Marlow London

Dear Sir or Madam, I am writing to request a return and refund for the following items from Order No. 1736: • 1 × Honoria Green, Size 10 • 1 × Honoria Blue, Size 12 After trying on the green size 10 for my daughter, we found that it did not provide the level of support she requires. In addition, the shorts were not as loose-fitting as expected and did not include pockets or a separate bottom option. As a result, I would like to return both items for a full refund. The blue size 12 has not been tried on, and both garments remain in their original packaging and are in clean, unused condition. Could you please confirm that the return request has been accepted and advise me of the next steps in the returns process? Thank you for your assistance. I look forward to hearing from you. Yours faithfully, Sarah Johnston Email: undysj@hotmail.com Tel: 07814 276252 Sent from Outlook for Android<https://aka.ms/AAb9ysg>

Hi Anna, Thank you for your email and reaching out to resolve this issue. My daughter has looked at your website and identified 2 other swimsuits that she likes. Would it be possible to swap them for the ones initially ordered at all please ? She likes the look of the following: Vivienne - black size 14 Gobnaith - black size 14 She has a bust size 36E but she's only 15 years old and her waist and hips probably as size 10/12. Would these items in this size support her large bust ? I am happy to package any of them items back up and return them to you. We have kept all the original packaging, and she only tried on the Honoria tankini in the size 10. I look forward to hearing from you. Kind regards Sarah Sarah Johnston Email: undysj@hotmail.com Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, 22 July 2026 14:40:59 To: undysj@hotmail.com <undysj@hotmail.com> Subject: Re: Subject: Return Request for Order No. 1736 Hi Sarah, Thank you for reaching out, and I am so sorry to hear the Honoria tankini did not work out for your daughter, especially that it did not give her the support she needed and the fit was not quite what you were expecting. I have your order 1736 here, with the Green Palm Tree UK 10 and the Navy Blue UK 12. I would love to see if we can sort this out for you without any need to send anything back. I can offer you a 10 percent cashback on your original payment method for both items, and you keep them as they are, or if you would prefer, I can arrange a completely free replacement in a different style or size that might suit her better, at no extra cost. If a replacement sounds good, feel free to browse our full range here and let me know which one catches your eye: https://emea01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fmarlow-london.com%2Fcollections%2Fall&data=05%7C02%7C%7C2a4ac617261449f7713e08dee7f6de73%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C639203244672602038%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=zeBTHxWYWuKH4Kdntcf5gjikTttJEOQqLmMow2es6Wo%3D&reserved=0<https://marlow-london.com/collections/all> Just let me know which option works best for you, or if there is anything else I can do to help. Warm regards, Anna Customer Care Team Marlow London

Hi Anna, Thank you so much for taking the time to help us with this. The other swimsuit she liked was the Josephine tankini, being a very self-conscious larger 15-year-old it's all about hiding the bits you aren't happy with ! If you are able to send over the size 14, based on what the manufacture says, that would be great. I am more than happy to send back the original Honoria items. They are still in the original bags, and it would be no problem. I look forward to hearing from you. Many thanks Sarah Sarah Johnston Email: undysj@hotmail.com Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: Wednesday, July 29, 2026 1:35:47 pm To: undysj@hotmail.com <undysj@hotmail.com> Subject: Re: Subject: Return Request for Order No. 1736 Hi Sarah, Thank you for letting us know which styles she's drawn to, that's a lovely choice! I've had a look on our end so you don't need to send us any links: The Vivienne Colourful Wrap Swimsuit does come in Black, UK 14 - that one is available and I'm happy to arrange it as your free replacement. Unfortunately I can't find a product called "Gobnaith" in our current range, so I don't want to promise something we don't actually stock. Could she pick a second style from marlow-london.com so I can get that moving too? Or if she's happy with just the Vivienne for now, that's absolutely fine as well. On the bust support for the Vivienne in a UK 14: with a 36E bust at 15 and a 10/12 waist and hip, I want to be completely sure the soft-cup, wrap-style construction will actually give her the support she needs before it's on its way, rather than just guessing from the size label. I'm checking the exact fit details with our manufacturer now and will come straight back to you with a proper answer, hopefully within the next day or two. To confirm the rest: this will ship to the same address as your original order unless you'd like it sent somewhere different, and please don't worry about the Honoria items at all - she can keep both, there's nothing to send back. I'll be in touch as soon as I hear back on the sizing. Warm regards, Anna Customer Care Team Marlow London