Case #861 — Marlow London
aliysa.hk.mullinger@gmail.com · order 2144 · state imported · label none yet · rung 0
Facts
Return order number 2144
open
not set
2026-07-25 13:45:59
—
2026-08-14 19:30:08
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Latest draft
from decision #1665 · action=reply · 2026-07-26 11:43:29 · dry-run
Hi Aliysa,
I'm sorry to hear about this, and I understand the frustration of receiving something that didn't feel right. Just to reassure you on the authenticity point, we buy manufacturer-direct, from the same kind of manufacturer that produces for well-known retailers, so the saving comes from cutting out the middlemen in the supply chain, not from the materials or quality.
I'd love to put this right for you. Rather than a straight return, here's what I can offer:
1. Keep the bag and we'll refund you 10% of the order as a thank you for your patience.
2. The same value back as store credit to use however you like.
3. A free replacement at no extra cost, browse our full range here and let me know which one catches your eye: https://marlow-london.com/collections/all
Just let me know which option works best for you, or if none suit, I'm happy to look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Quality/authenticity complaint on delivered item; customer already stated the issue and requested a refund, so no intake questions - brief apology then the three keep-item options (10% cashback / same value store credit / free replacement) per marlow.md
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Good afternoon,
I would like to return my order as I believe it is a counterfeit item and the quality is poor. I am requesting a refund.
Regards,
Aliysa
Hi Aliysa,
I'm sorry to hear about this, and I understand the frustration of receiving something that didn't feel right. Just to reassure you on the authenticity point, we buy manufacturer-direct, from the same kind of manufacturer that produces for well-known retailers, so the saving comes from cutting out the middlemen in the supply chain, not from the materials or quality.
I'd love to put this right for you. Rather than a straight return, here's what I can offer:
1. Keep the bag and we'll refund you 10% of the order as a thank you for your patience.
2. The same value back as store credit to use however you like.
3. A free replacement at no extra cost, browse our full range here and let me know which one catches your eye: https://marlow-london.com/collections/all
Just let me know which option works best for you, or if none suit, I'm happy to look at other options too.
Warm regards,
Anna
Customer Care Team
Marlow London