Case #813 — Marlow London
stevens5@btinternet.com · order — · state imported · label none yet · rung 0
Facts
Indo
open
not set
2026-07-24 08:22:07
—
2026-08-14 19:30:08
Engine shadow decision
No shadow decision recorded yet — either the engine hasn't classified this case, or cs_shadow_decisions hasn't been created yet (p2-engine in progress).
Latest draft
from decision #1470 · action=reply · 2026-07-24 08:22:34 · dry-run
Hi Celia,
Thanks so much for reaching out before placing your order, happy to help with this.
Our items are shipped directly from our trusted overseas supplier, the same one used by several well known fashion retailers, which helps us avoid delays and keep the quality consistent.
If you ever needed to return an item, you would have 30 days from the date of delivery to do so, as long as it is unworn, unused and in its original condition and packaging. Returns go back to our supplier overseas, and the return shipping cost is at the customer's expense, currently £19.95, so you are right that it does work out a bit more than a domestic return given the distance involved.
If it ever came to it, we are also usually able to offer alternatives to a full return, such as a partial refund so you can keep the item, or a free replacement, which can often work out better than sending something all the way back. Of course, we hope you love what you order.
If you have any other questions before ordering, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Pre-sale informational question about shipping origin and return costs, no order or money involved, answered from locked policy values.
Compose / edit reply
Set your name at the top of the page before you can compose or edit a reply — every write here is attributed to that name in the audit log.
Escalate to a human
Set your name at the top of the page before you can escalate this case — every write here is attributed to that name in the audit log.
Raise a supplier request
Set your name at the top of the page before you can raise a supplier request — every write here is attributed to that name in the audit log.
Money action — admin only
Set your name at the top of the page before you can run a money action — every write here is attributed to that name in the audit log.
Actions on this thread
No pending/executed actions for this thread.
Case events
No case events logged yet.
Full thread
Hello Marlow London, Just wondering where items are shipped from? And how much do returns cost? Are they at the buyers expense? Where are they returned to? Obviously more expensive if returning abroad. Thanks, Celia
Hi Celia,
Thanks so much for reaching out before placing your order, happy to help with this.
Our items are shipped directly from our trusted overseas supplier, the same one used by several well known fashion retailers, which helps us avoid delays and keep the quality consistent.
If you ever needed to return an item, you would have 30 days from the date of delivery to do so, as long as it is unworn, unused and in its original condition and packaging. Returns go back to our supplier overseas, and the return shipping cost is at the customer's expense, currently £19.95, so you are right that it does work out a bit more than a domestic return given the distance involved.
If it ever came to it, we are also usually able to offer alternatives to a full return, such as a partial refund so you can keep the item, or a free replacement, which can often work out better than sending something all the way back. Of course, we hope you love what you order.
If you have any other questions before ordering, just let me know.
Warm regards,
Anna
Customer Care Team
Marlow London