Case #79 — Marlow London

Dear Peter, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know which item this is regarding and the reason you would like to return it? If there is a specific issue with the product, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of a return. We look forward to hearing from you. Kind regards, Marlow London Support On Sun, Jun 21, 2026 at 20:45, Peter Munford <petermunford@hotmail.com> wrote: Hi I would like to return this item. Please advise asap, Thenk you

Hi Pete, Thank you for getting back to me, and for sharing those details. I've found your order for the Clodagh Effortless Flowing Summer Maxi Dress in UK 10 (M) / Blue, so we're all set on that side. To make sure I help you in the best way, could you let me know the reason you'd like to return it? For example, is it a question of fit, fabric, colour, or something else? In many cases we're able to offer a solution or a little compensation that saves you the hassle of sending the item back, so it's really worth a quick chat before we go down that route. Looking forward to hearing from you. Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 22, 2026 at 14:19, Peter Munford <petermunford@hotmail.com> wrote: CLODAGH | EFFORTLESS FLOWING SUMMER MAXI DRESS - UK 10 (M) / Blue · UK 10 (M) / Blue · Qty 1 Pete On 21 Jun 2026, at 23:54, support@marlow-london.com wrote:  Dear Peter, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know which item this is regarding and the reason you would like to return it? If there is a specific issue with the product, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of a return. We look forward to hearing from you. Kind regards, Marlow London Support On Sun, Jun 21, 2026 at 20:45, Peter Munford <petermunford@hotmail.com> wrote: Hi I would like to return this item. Please advise asap, Thenk you

Hi Pete, Thank you for letting me know, and I'm sorry the Clodagh dress wasn't what you were hoping for, especially with how the fabric feels on your skin. That's never the experience we want. Before we go down the return route, I'd love to find something that works better for you. As a first step, I can offer you 10% cashback to your original payment method so you can keep the dress (or pass it on to someone who might enjoy it) without the hassle of posting it back. If that doesn't quite suit, we could instead set you up with store credit of the same value, or send you a comparable replacement of similar price from our range (you choose the item, we cover the shipping). And of course, if you'd prefer to send it back, that option is still open, with return shipping to our supplier at £19.95. Just let me know which route feels best and I'll take care of the next steps for you. Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 22, 2026 at 15:41, Peter Munford <petermunford@hotmail.com> wrote: Dress didn’t look anything like the picture and material very unpleasant on the skin, I can’t wear it Thanks Pete On 22 Jun 2026, at 14:08, support@marlow-london.com wrote:  Hi Pete, Thank you for getting back to me, and for sharing those details. I've found your order for the Clodagh Effortless Flowing Summer Maxi Dress in UK 10 (M) / Blue, so we're all set on that side. To make sure I help you in the best way, could you let me know the reason you'd like to return it? For example, is it a question of fit, fabric, colour, or something else? In many cases we're able to offer a solution or a little compensation that saves you the hassle of sending the item back, so it's really worth a quick chat before we go down that route. Looking forward to hearing from you. Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 22, 2026 at 14:19, Peter Munford <petermunford@hotmail.com> wrote: CLODAGH | EFFORTLESS FLOWING SUMMER MAXI DRESS - UK 10 (M) / Blue · UK 10 (M) / Blue · Qty 1 Pete On 21 Jun 2026, at 23:54, support@marlow-london.com wrote:  Dear Peter, Thank you for getting in touch. Before we arrange the next steps, could you kindly let us know which item this is regarding and the reason you would like to return it? If there is a specific issue with the product, please let us know and, if possible, send us a photo so we can take a closer look. We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of a return. We look forward to hearing from you. Kind regards, Marlow London Support On Sun, Jun 21, 2026 at 20:45, Peter Munford <petermunford@hotmail.com> wrote: Hi I would like to return this item. Please advise asap, Thenk you

Hi Pete, Thank you for coming back to me, and I completely understand the frustration. You shouldn't have to feel like you're chasing a fair outcome here, and I'm sorry the experience with the dress hasn't been a good one. I also want to acknowledge your point about the London branding and where returns are sent. That's fair feedback, and I'll make sure it's passed on to the team so we can look at how we communicate this more clearly upfront. I want to find something that genuinely works for you, so let me put two stronger options on the table: 1. A comparable replacement of similar value from our range, with free shipping, and you keep the Clodagh dress as well. You'd just let me know which piece catches your eye. 2. 25% cashback to your original payment method, so you can keep the dress without any return hassle. Please tell me what you'd consider fair and I'll do my best to make it work. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 10:42, Peter Munford <petermunford@hotmail.com> wrote: Hi Anna, Thank you for your response. Surely giving me a refund is the same as you sending me another dress and covering the shipping? This would be my preferred solution. I do find it misleading that you use the word London in your heading, leading me to believe this would be uk shipping for returns. I am hopeful we can resolve this rather than leading to bad reviews for your company. I look forward to your response. Thanks From: support@marlow-london.com <support@marlow-london.com> Date: Monday, 22 June 2026 at 22:32 To: Peter Munford <petermunford@hotmail.com> Subject: Re[2]: Order #1325 Hi Pete, Thank you for letting me know, and I'm sorry the Clodagh dress wasn't what you were hoping for, especially with how the fabric feels on your skin. That's never the experience we want. Before we go down the return route, I'd love to find something that works better for you. As a first step, I can offer you 10% cashback to your original payment method so you can keep the dress (or pass it on to someone who might enjoy it) without the hassle of posting it back. If that doesn't quite suit, we could instead set you up with store credit of the same value, or send you a comparable replacement of similar price from our range (you choose the item, we cover the shipping). And of course, if you'd prefer to send it back, that option is still open, with return shipping to our supplier at £19.95. Just let me know which route feels best and I'll take care of the next steps for you. Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 22, 2026 at 15:41, Peter Munford <petermunford@hotmail.com> wrote: Dress didn’t look anything like the picture and material very unpleasant on the skin, I can’t wear it Thanks Pete On 22 Jun 2026, at 14:08, support@marlow-london.com wrote:  Hi Pete, Thank you for getting back to me, and for sharing those details. I've found your order for the Clodagh Effortless Flowing Summer Maxi Dress in UK 10 (M) / Blue, so we're all set on that side. To make sure I help you in the best way, could you let me know the reason you'd like to return it? For example, is it a question of fit, fabric, colour, or something else? In many cases we're able to offer a solution or a little compensation that saves you the hassle of sending the item back, so it's really worth a quick chat before we go down that route. Looking forward to hearing from you. Warm regards, Anna Customer Care Team Marlow London On Mon, Jun 22, 2026 at 14:19, Peter Munford <petermunford@hotmail.com> wrote: CLODAGH | EFFORTLESS FLOWING SUMMER MAXI DRESS - UK 10 (M) / Blue · UK 10 (M) / Blue · Qty 1 Pete On 21 Jun 2026, at 23:54, support@marlow-london.com wrote:  Dear Peter, Thank you for get

Dear Peter, Thank you for your email and for sharing your concerns with us. We completely understand your frustration, and we are sorry that the experience has not met your expectations. As a gesture of goodwill and to avoid the inconvenience and cost of returning the item, we would like to offer you a 50% cashback on your order while allowing you to keep the product. This means there would be no need to return the item, and the refund would be processed directly back to your original payment method. If this solution is acceptable to you, please let us know and we will be happy to arrange it straight away. Kind regards, Marlow London Support On Tue, Jun 23, 2026 at 16:29, Peter Munford <petermunford@hotmail.com> wrote: Hi, For me to be satisfied I would like a full refund. I am not willing to pay £19.95 shipping. That is a ridiculous amount. Your website is extremely misleading stating that deliveries are by Royal Mail, appearing therefore to be shipped in this country. Also, you state a no problem 30 day return policy with no mention of ridiculous return charge. Are you able to resolve this? From: support@marlow-london.com <support@marlow-london.com> Date: Tuesday, 23 June 2026 at 14:07 To: Peter Munford <petermunford@hotmail.com> Subject: Re[4]: Order #1325 Hi Pete, Thank you for coming back to me, and I completely understand the frustration. You shouldn't have to feel like you're chasing a fair outcome here, and I'm sorry the experience with the dress hasn't been a good one. I also want to acknowledge your point about the London branding and where returns are sent. That's fair feedback, and I'll make sure it's passed on to the team so we can look at how we communicate this more clearly upfront. I want to find something that genuinely works for you, so let me put two stronger options on the table: 1. A comparable replacement of similar value from our range, with free shipping, and you keep the Clodagh dress as well. You'd just let me know which piece catches your eye. 2. 25% cashback to your original payment method, so you can keep the dress without any return hassle. Please tell me what you'd consider fair and I'll do my best to make it work. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 10:42, Peter Munford <petermunford@hotmail.com> wrote: Hi Anna, Thank you for your response. Surely giving me a refund is the same as you sending me another dress and covering the shipping? This would be my preferred solution. I do find it misleading that you use the word London in your heading, leading me to believe this would be uk shipping for returns. I am hopeful we can resolve this rather than leading to bad reviews for your company. I look forward to your response. Thanks From: support@marlow-london.com <support@marlow-london.com> Date: Monday, 22 June 2026 at 22:32 To: Peter Munford <petermunford@hotmail.com> Subject: Re[2]: Order #1325 Hi Pete, Thank you for letting me know, and I'm sorry the Clodagh dress wasn't what you were hoping for, especially with how the fabric feels on your skin. That's never the experience we want. Before we go down the return route, I'd love to find something that works better for you. As a first step, I can offer you 10% cashback to your original payment method so you can keep the dress (or pass it on to someone who might enjoy it) without the hassle of posting it back. If that doesn't quite suit, we could instead set you up with store credit of the same value, or send you a comparable replacement of similar price from our range (you choose the item, we cover the shipping). And of course, if you'd prefer to send it back, that option is still open, with return shipping to our supplier at

Dear Peter, Thank you for your reply. We can confirm that your 50% refund has now been successfully processed. The refund has been issued back to your original payment method and should appear in your bank account within approximately 5–10 working days, depending on your bank's processing times. Thank you for your patience and understanding. If you have any further questions, please don't hesitate to get in touch. Kind regards, Marlow London Support On Wed, Jun 24, 2026 at 15:43, Peter Munford <petermunford@hotmail.com> wrote: Hi Ok please send 50% Thanks Pete On 24 Jun 2026, at 01:31, support@marlow-london.com wrote:  Dear Peter, Thank you for your email and for sharing your concerns with us. We completely understand your frustration, and we are sorry that the experience has not met your expectations. As a gesture of goodwill and to avoid the inconvenience and cost of returning the item, we would like to offer you a 50% cashback on your order while allowing you to keep the product. This means there would be no need to return the item, and the refund would be processed directly back to your original payment method. If this solution is acceptable to you, please let us know and we will be happy to arrange it straight away. Kind regards, Marlow London Support On Tue, Jun 23, 2026 at 16:29, Peter Munford <petermunford@hotmail.com> wrote: Hi, For me to be satisfied I would like a full refund. I am not willing to pay £19.95 shipping. That is a ridiculous amount. Your website is extremely misleading stating that deliveries are by Royal Mail, appearing therefore to be shipped in this country. Also, you state a no problem 30 day return policy with no mention of ridiculous return charge. Are you able to resolve this? From: support@marlow-london.com <support@marlow-london.com> Date: Tuesday, 23 June 2026 at 14:07 To: Peter Munford <petermunford@hotmail.com> Subject: Re[4]: Order #1325 Hi Pete, Thank you for coming back to me, and I completely understand the frustration. You shouldn't have to feel like you're chasing a fair outcome here, and I'm sorry the experience with the dress hasn't been a good one. I also want to acknowledge your point about the London branding and where returns are sent. That's fair feedback, and I'll make sure it's passed on to the team so we can look at how we communicate this more clearly upfront. I want to find something that genuinely works for you, so let me put two stronger options on the table: 1. A comparable replacement of similar value from our range, with free shipping, and you keep the Clodagh dress as well. You'd just let me know which piece catches your eye. 2. 25% cashback to your original payment method, so you can keep the dress without any return hassle. Please tell me what you'd consider fair and I'll do my best to make it work. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 10:42, Peter Munford <petermunford@hotmail.com> wrote: Hi Anna, Thank you for your response. Surely giving me a refund is the same as you sending me another dress and covering the shipping? This would be my preferred solution. I do find it misleading that you use the word London in your heading, leading me to believe this would be uk shipping for returns. I am hopeful we can resolve this rather than leading to bad reviews for your company. I look forward to your response. Thanks From: support@marlow-london.com <support@marlow-london.com> Date: Monday, 22 June 2026 at 22:32 To: Peter Munford <petermunford@hotmail.com> Subject: Re[2]: Order #1325 Hi Pete, Thank you for letting me know, and I'm sorry the Clodagh dress wasn't what you were hoping for, especially with how the fabric feels on your s