Case #87 — Marlow London
jenny.payne@bhmc.org.uk · order — · state imported · label none yet · rung 0
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2026-06-22 14:41:02
—
2026-08-14 19:30:08
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from decision #173 · action=reply · 2026-06-23 14:23:51 · dry-run
Hi Jenny,
I'm so sorry for the confusion in my last note. To be clear, there is no need to return anything and no £19.95 postage to pay. We're going ahead with the £30 cashback to your original payment method, exactly as agreed, and you keep the costume.
To get this processed for you straight away, could you please share your order number?
Thank you again for your patience, and apologies once more for any mixed messages.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Clarify the prior confusing message, reconfirm the agreed £30 cashback with no return needed, and re-request the order number so Rut can process it.
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Hi
It’s too small in some places and baggy n others. Just not a good fit which would is a shame. It looks awful to be honest.
It was very delayed in arriving and we go to Greece on Thursday so I have very little time to do anything but a next day delivery.
Thanks
Jenny
Sent from my iPhone
> On 22 Jun 2026, at 13:15, support@marlow-london.com wrote:
>
>
> Dear Jenny,
>
> Thank you for getting in touch.
>
> We are sorry to hear that the swimming costume does not fit as expected.
>
> Before we arrange the next steps, could you kindly let us know whether the item is too small, too large, or if there is another issue with the fit?
>
> We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.
>
> We look forward to hearing from you.
>
> Kind regards,
> Marlow London Support
>
>
>
Hi Jenny,
Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cover shipping on the new item (a shipping fee of £9.95 applies only if the replacement exceeds your original order value).
2. 10% cashback to your original payment method, so you can keep the costume.
3. Return the costume within 30 days of delivery (unworn and in original condition with packaging) to our supplier in Asia. Return shipping is £19.95 at your cost, and refunds are processed within 3 to 5 business days once received.
Just let me know which option suits you best and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 16:40, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:Hi
It’s too small in some places and baggy n others. Just not a good fit which would is a shame. It looks awful to be honest.
It was very delayed in arriving and we go to Greece on Thursday so I have very little time to do anything but a next day delivery.
Thanks
Jenny
Sent from my iPhone
On 22 Jun 2026, at 13:15, support@marlow-london.com wrote:
Dear Jenny,
Thank you for getting in touch.
We are sorry to hear that the swimming costume does not fit as expected.
Before we arrange the next steps, could you kindly let us know whether the item is too small, too large, or if there is another issue with the fit?
We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.
We look forward to hearing from you.
Kind regards,
Marlow London Support
Hi
On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all these three. 10% is nothing and keeping an item that doesn’t fit. It’s outrageous, where else would you ever have to do that? £19.95 for postage?
I want a full refund, your advertising is not truthful. I’m a very reasonable person but this is unjust and I will take it further.
Jenny
Sent from my iPhone
> On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
>
>
> Hi Jenny,
>
> Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
>
> To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
>
> 1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cover shipping on the new item (a shipping fee of £9.95 applies only if the replacement exceeds your original order value).
> 2. 10% cashback to your original payment method, so you can keep the costume.
> 3. Return the costume within 30 days of delivery (unworn and in original condition with packaging) to our supplier in Asia. Return shipping is £19.95 at your cost, and refunds are processed within 3 to 5 business days once received.
>
> Just let me know which option suits you best and I'll take it from there.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
> On Mon, Jun 22, 2026 at 16:40, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
> Hi
>
> It’s too small in some places and baggy n others. Just not a good fit which would is a shame. It looks awful to be honest.
>
> It was very delayed in arriving and we go to Greece on Thursday so I have very little time to do anything but a next day delivery.
>
> Thanks
>
> Jenny
>
>
> Sent from my iPhone
>
>> On 22 Jun 2026, at 13:15, support@marlow-london.com wrote:
>>
>>
>> Dear Jenny,
>>
>> Thank you for getting in touch.
>>
>> We are sorry to hear that the swimming costume does not fit as expected.
>>
>> Before we arrange the next steps, could you kindly let us know whether the item is too small, too large, or if there is another issue with the fit?
>>
>> We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.
>>
>> We look forward to hearing from you.
>>
>> Kind regards,
>> Marlow London Support
>>
>>
>>
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me know which feels right for you, or tell me what you feel would be fair, and I'll do my very best to help.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 23:49, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:Hi
On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all these three. 10% is nothing and keeping an item that doesn’t fit. It’s outrageous, where else would you ever have to do that? £19.95 for postage?
I want a full refund, your advertising is not truthful. I’m a very reasonable person but this is unjust and I will take it further.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
Hi Jenny,
Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cover shipping on the new item (a shipping fee of £9.95 applies only if the replacement exceeds your original order value).
2. 10% cashback to your original payment method, so you can keep the costume.
3. Return the costume within 30 days of delivery (unworn and in original condition with packaging) to our supplier in Asia. Return shipping is £19.95 at your cost, and refunds are processed within 3 to 5 business days once received.
Just let me know which option suits you best and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 16:40, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi
It’s too small in some places and baggy n others. Just not a good fit which would is a shame. It looks awful to be honest.
It was very delayed in arriving and we go to Greece on Thursday so I have very little time to do anything but a next day delivery.
Thanks
Jenny
Sent from my iPhone
On 22 Jun 2026, at 13:15, support@marlow-london.com wrote:
Dear Jenny,
Thank you for getting in touch.
We are sorry to hear that the swimming costume does not fit as expected.
Before we arrange the next steps, could you kindly let us know whether the item is too small, too large, or if there is another issue with the fit?
We would like to review the situation first, as we may be able to offer a suitable solution or compensation without the inconvenience of returning the item.
We look forward to hearing from you.
Kind regards,
Marlow London Support
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
> On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
>
> Hi Jenny,
>
> Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
>
> Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
>
> 1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
> 2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
>
> Please let me know which feels right for you, or tell me what you feel would be fair, and I'll do my very best to help.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Mon, Jun 22, 2026 at 23:49, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
> Hi
>
> On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all these three. 10% is nothing and keeping an item that doesn’t fit. It’s outrageous, where else would you ever have to do that? £19.95 for postage?
>
> I want a full refund, your advertising is not truthful. I’m a very reasonable person but this is unjust and I will take it further.
>
> Jenny
>
>
> Sent from my iPhone
>
>> On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
>>
>> Hi Jenny,
>>
>> Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
>>
>> To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
>>
>> 1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cover shipping on the new item (a shipping fee of £9.95 applies only if the replacement exceeds your original order value).
>> 2. 10% cashback to your original payment method, so you can keep the costume.
>> 3. Return the costume within 30 days of delivery (unworn and in original condition with packaging) to our supplier in Asia. Return shipping is £19.95 at your cost, and refunds are processed within 3 to 5 business days once received.
>>
>> Just let me know which option suits you best and I'll take it from there.
>>
>> Warm regards,
>> Anna
>> Customer Care Team
>> Marlow London
>>
>>
>> On Mon, Jun 22, 2026 at 16:40, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
>> Hi
>>
>> It’s too small in some places and baggy n others. Just not a good fit which would is a shame. It looks awful to be honest.
>>
>> It was very delayed in arriving and we go to Greece on Thursday so I have very little time to do anything but a next day delivery.
>>
>> Thanks
>>
>> Jenny
>>
>>
>> Sent from my iPhone
>>
>>> On 22 Jun 2026, at 13:15, support@marlow-london.com wrote:
>>>
>>> Dear Jenny,
>>>
>>> Thank you fo
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk> wrote: Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me know which feels right for you, or tell me what you feel would be fair, and I'll do my very best to help.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 23:49, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi
On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all these three. 10% is nothing and keeping an item that doesn’t fit. It’s outrageous, where else would you ever have to do that? £19.95 for postage?
I want a full refund, your advertising is not truthful. I’m a very reasonable person but this is unjust and I will take it further.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
Hi Jenny,
Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cover shipping on the new item (a shipping fee of £9.95 applies only if the replacement exceeds your original order value).
2. 10% cashback to your original payment method, so you can keep the costume.
3. Return the costume within 30 days of delivery (unworn and in original condition with packaging) to our supplier in Asia. Return shipping is £19.95 at your cost, and refunds are processed within 3 to 5 business days once received.
Just let me know which option suits you best and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 16:40, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi
It’s too small in some places and baggy n others. Just not a good f
Hi Anna
A refund of £30.00 I would accept. I’m
Not sure it’s fair as I have lost out but I just want the case to be
closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com> wrote:
> Hi Jenny,
>
> Thank you for coming back to me, and I'm genuinely sorry this has felt
> unfair. I completely understand your frustration, especially with your trip
> so close, and I want to do better by you here.
>
> Let me improve what I can offer. To save you sending anything back, here
> are two options:
>
> 1. 50% cashback to your original payment method, so you can keep the
> costume. The funds would reach you within 3 to 5 business days.
> 2. A comparable replacement of similar value from our range, with free
> shipping on the new item, and you keep the current costume as well. Just
> tell me which piece you'd like and I'll arrange it.
>
> If neither of these feels quite right, please tell me what you would
> consider fair and I'll do everything I can to help from there.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk>
> wrote:
>
> Hi Anna
>
> I appreciate your response but I think you will understand that keeping
> the costume that doesn’t fit seems very unfair. I paid a fair price for it
> and usually when you return things you get the full price. Again I paid
> £39.95 for this item and you are offering me under £10.00 in return.
>
> I would accept £30.00 but still feel cheated.
>
> Jenny
>
>
>
>
> Sent from my iPhone
>
>
> On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
>
>
> Hi Jenny,
>
> Thank you for coming back to me, and I'm truly sorry for the frustration
> this has caused. I can hear how disappointed you are, and with your Greece
> trip so close I really want to find a fair way through this with you.
>
> Rather than the 10% I mentioned earlier, I'd like to offer you two options
> to avoid the cost and hassle of returning anything to our supplier:
>
> 1. 25% cashback to your original payment method, so you can keep the
> costume. The money would be with you within a few business days.
> 2. A comparable replacement of similar value from our range, with free
> shipping on the new item, and you keep the current costume as well. Just
> pick whatever catches your eye and I'll arrange it.
>
> Please let me know which feels right for you, or tell me what you feel
> would be fair, and I'll do my very best to help.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Mon, Jun 22, 2026 at 23:49, Jenny Payne <jenny.payne@bhmc.org.uk>
> wrote:
>
> Hi
>
> On all your advertising returns are easy with no mention of extra costs. I
> am extremely disappointed with all these three. 10% is nothing and keeping
> an item that doesn’t fit. It’s outrageous, where else would you ever have
> to do that? £19.95 for postage?
>
> I want a full refund, your advertising is not truthful. I’m a very
> reasonable person but this is unjust and I will take it further.
>
> Jenny
>
>
> Sent from my iPhone
>
> On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
>
>
> Hi Jenny,
>
> Thank you for getting back to us, and I'm so sorry the costume isn't
> fitting as you'd hoped. With your Greece trip on Thursday, I really want to
> find something that works for you quickly.
>
> To save you the hassle and cost of returning the item to our supplier in
> Asia, here are three options:
>
> 1. A comparable replacement: pick another item of
Hi Anna No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above. This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia. Sorry to be so frustrated but I really am. Jenny Sent from my iPhone On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk> wrote: Hi Anna A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed. Jenny On Mon, 22 Jun 2026 at 23:18, < support@marlow-london.com > wrote: Hi Jenny, Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here. Let me improve what I can offer. To save you sending anything back, here are two options: 1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days. 2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it. If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 00:13, Jenny Payne < jenny.payne@bhmc.org.uk > wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me know which feels right for you, or tell me what you feel would be fair, and I'll do my very best to help.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 23:49, Jenny Payne < jenny.payne@bhmc.org.uk > wrote:
Hi
On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all these three. 10% is nothing and keeping an item that doesn’t fit. It’s outrageous, where else would you ever have to do that? £19.95 for postage?
I want a full refund, your advertising is not truthful. I’m a very reasonable person but this is unjust and I will take it further.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:42, support@marlow-london.com wrote:
Hi Jenny,
Thank you for getting back to us, and I'm so sorry the costume isn't fitting as you'd hoped. With your Greece trip on Thursday, I really want to find something that works for you quickly.
To save you the hassle and cost of returning the item to our supplier in Asia, here are three options:
1. A comparable replacement: pick another item of similar value from our range, keep the current costume, and we'll cove
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused you. Your feedback is completely fair, and I really appreciate you taking the time to share it with me, especially as a returning customer.
I'm glad to confirm that we'll go ahead with the £30 cashback to your original payment method, and you'll keep the items so there's nothing further you need to do. You can expect the refund to land in your account within approximately 7 to 10 working days.
I also hear you loud and clear on the returns point. You're absolutely right that the fact our returns go to our supplier in Asia should be communicated more clearly upfront, and I'll be passing this on to the team so we can do better going forward.
Thank you again for your patience and for shopping with us. Please don't hesitate to get in touch if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi Anna
A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com (mailto:support@marlow-london.com) wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me know which feels right for you, or tell me what you feel would be fair, and I&#x
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused you. Your feedback is completely fair, and I really appreciate you taking the time to share it with me, especially as a returning customer.
I'm glad to confirm that we'll go ahead with the £30 cashback to your original payment method, and you'll keep the items so there's nothing further you need to do. You can expect the refund to land in your account within approximately 7 to 10 working days. If you could please provide your order Number so that we can process this ASAP.
I also hear you loud and clear on the returns point. You're absolutely right that the fact our returns go to our supplier in Asia should be communicated more clearly upfront, and I'll be passing this on to the team so we can do better going forward.
Thank you again for your patience and for shopping with us. Please don't hesitate to get in touch if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi Anna
A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com (mailto:support@marlow-london.com) wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me
Many thanks for your response and willingness to meet me at £30 which I
think is more than fair on my part.
Many thanks
Jenny
On Tue, 23 Jun 2026 at 14:05, <support@marlow-london.com> wrote:
> Hi Jenny,
>
> Thank you for coming back to me, and I'm truly sorry for the frustration
> this has caused you. Your feedback is completely fair, and I really
> appreciate you taking the time to share it with me, especially as a
> returning customer.
>
> I'm glad to confirm that we'll go ahead with the £30 cashback to your
> original payment method, and you'll keep the items so there's nothing
> further you need to do. You can expect the refund to land in your account
> within approximately 7 to 10 working days. If you could please provide your
> order Number so that we can process this ASAP.
>
> I also hear you loud and clear on the returns point. You're absolutely
> right that the fact our returns go to our supplier in Asia should be
> communicated more clearly upfront, and I'll be passing this on to the team
> so we can do better going forward.
>
> Thank you again for your patience and for shopping with us. Please don't
> hesitate to get in touch if there's anything else I can help with.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
>
> On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk>
> wrote:
>
> Hi Anna
>
> No reply to £30.00 offer. Under the consumer rights act I am owed a full
> refund but I will accept the above.
>
> This really is unacceptable. I’ve purchased many times before but the
> essence of a good company is easy returns. At least let us know the returns
> have to go to Asia.
>
> Sorry to be so frustrated but I really am.
>
> Jenny
>
>
>
> Sent from my iPhone
>
>
> On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
>
>
> Hi Anna
>
> A refund of £30.00 I would accept. I’m
> Not sure it’s fair as I have lost out but I just want the case to be
> closed.
>
> Jenny
>
>
>
>
> On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com> wrote:
>
> Hi Jenny,
>
> Thank you for coming back to me, and I'm genuinely sorry this has felt
> unfair. I completely understand your frustration, especially with your trip
> so close, and I want to do better by you here.
>
> Let me improve what I can offer. To save you sending anything back, here
> are two options:
>
> 1. 50% cashback to your original payment method, so you can keep the
> costume. The funds would reach you within 3 to 5 business days.
> 2. A comparable replacement of similar value from our range, with free
> shipping on the new item, and you keep the current costume as well. Just
> tell me which piece you'd like and I'll arrange it.
>
> If neither of these feels quite right, please tell me what you would
> consider fair and I'll do everything I can to help from there.
>
> Warm regards,
> Anna
> Customer Care Team
> Marlow London
>
>
>
> On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk>
> wrote:
>
> Hi Anna
>
> I appreciate your response but I think you will understand that keeping
> the costume that doesn’t fit seems very unfair. I paid a fair price for it
> and usually when you return things you get the full price. Again I paid
> £39.95 for this item and you are offering me under £10.00 in return.
>
> I would accept £30.00 but still feel cheated.
>
> Jenny
>
>
>
>
> Sent from my iPhone
>
>
> On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
>
Hello Jenny,
You could also return the item for a full refund.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 15:21, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:Many thanks for your response and willingness to meet me at £30 which I think is more than fair on my part.
Many thanks
Jenny
On Tue, 23 Jun 2026 at 14:05, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused you. Your feedback is completely fair, and I really appreciate you taking the time to share it with me, especially as a returning customer.
I'm glad to confirm that we'll go ahead with the £30 cashback to your original payment method, and you'll keep the items so there's nothing further you need to do. You can expect the refund to land in your account within approximately 7 to 10 working days. If you could please provide your order Number so that we can process this ASAP.
I also hear you loud and clear on the returns point. You're absolutely right that the fact our returns go to our supplier in Asia should be communicated more clearly upfront, and I'll be passing this on to the team so we can do better going forward.
Thank you again for your patience and for shopping with us. Please don't hesitate to get in touch if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com (mailto:support@marlow-london.com) wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rathe
Thanks but for £19.99? Jenny Sent from my iPhone On 23 Jun 2026, at 15:00, support@marlow-london.com wrote: Hello Jenny, You could also return the item for a full refund. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 15:21, Jenny Payne <jenny.payne@bhmc.org.uk> wrote: Many thanks for your response and willingness to meet me at £30 which I think is more than fair on my part. Many thanks Jenny On Tue, 23 Jun 2026 at 14:05, < support@marlow-london.com > wrote: Hi Jenny, Thank you for coming back to me, and I'm truly sorry for the frustration this has caused you. Your feedback is completely fair, and I really appreciate you taking the time to share it with me, especially as a returning customer. I'm glad to confirm that we'll go ahead with the £30 cashback to your original payment method, and you'll keep the items so there's nothing further you need to do. You can expect the refund to land in your account within approximately 7 to 10 working days. If you could please provide your order Number so that we can process this ASAP. I also hear you loud and clear on the returns point. You're absolutely right that the fact our returns go to our supplier in Asia should be communicated more clearly upfront, and I'll be passing this on to the team so we can do better going forward. Thank you again for your patience and for shopping with us. Please don't hesitate to get in touch if there's anything else I can help with. Warm regards, Anna Customer Care Team Marlow London On Tue, Jun 23, 2026 at 11:34, Jenny Payne < jenny.payne@bhmc.org.uk > wrote: Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne < jenny.payne@bhmc.org.uk > wrote:
Hi Anna
A refund of £30.00 I would accept. I’m
Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, < support@marlow-london.com > wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne < jenny.payne@bhmc.org.uk > wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way
Dear Jenny,
Thank you for your email, and we appreciate your patience throughout this process.
We can confirm that we are happy to proceed with the agreed refund amount.
Before we process this for you, could you kindly confirm the product concerned and your order number so that we can ensure the refund is applied to the correct order?
Once we receive your confirmation, we will arrange the refund and provide you with an update as soon as it has been processed.
Thank you for your cooperation, and we look forward to resolving this for you.
Kind regards,
Marlow London Support
On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk> wrote: Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Hi Anna
A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 00:13, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
I appreciate your response but I think you will understand that keeping the costume that doesn’t fit seems very unfair. I paid a fair price for it and usually when you return things you get the full price. Again I paid £39.95 for this item and you are offering me under £10.00 in return.
I would accept £30.00 but still feel cheated.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 22:52, support@marlow-london.com (mailto:support@marlow-london.com) wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused. I can hear how disappointed you are, and with your Greece trip so close I really want to find a fair way through this with you.
Rather than the 10% I mentioned earlier, I'd like to offer you two options to avoid the cost and hassle of returning anything to our supplier:
1. 25% cashback to your original payment method, so you can keep the costume. The money would be with you within a few business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just pick whatever catches your eye and I'll arrange it.
Please let me know which feels right for you, or tell me what you feel would be fair, and I'll do my very best to help.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 23:49, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi
On all your advertising returns are easy with no mention of extra costs. I am extremely disappointed with all t
Dear Jenny,
Thank you for your message.
The £19.99 refers to the return shipping cost to our returns facility. As the item would need to be sent internationally, this cost is typically charged by the postal carrier and is not a fee charged by Marlow London.
If you prefer not to return the item, we can still proceed with the previously agreed £30 goodwill refund and you may keep the swimsuit.
Please let us know which option you would prefer, and we will be happy to assist further.
Kind regards,
Marlow London Support
On Tue, Jun 23, 2026 at 16:22, Jenny Payne <jenny.payne@bhmc.org.uk> wrote: Thanks but for £19.99?
Jenny
Sent from my iPhone
On 23 Jun 2026, at 15:00, support@marlow-london.com wrote:
Hello Jenny,
You could also return the item for a full refund.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 15:21, Jenny Payne <jenny.payne@bhmc.org.uk> wrote:
Many thanks for your response and willingness to meet me at £30 which I think is more than fair on my part.
Many thanks
Jenny
On Tue, 23 Jun 2026 at 14:05, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm truly sorry for the frustration this has caused you. Your feedback is completely fair, and I really appreciate you taking the time to share it with me, especially as a returning customer.
I'm glad to confirm that we'll go ahead with the £30 cashback to your original payment method, and you'll keep the items so there's nothing further you need to do. You can expect the refund to land in your account within approximately 7 to 10 working days. If you could please provide your order Number so that we can process this ASAP.
I also hear you loud and clear on the returns point. You're absolutely right that the fact our returns go to our supplier in Asia should be communicated more clearly upfront, and I'll be passing this on to the team so we can do better going forward.
Thank you again for your patience and for shopping with us. Please don't hesitate to get in touch if there's anything else I can help with.
Warm regards,
Anna
Customer Care Team
Marlow London
On Tue, Jun 23, 2026 at 11:34, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
No reply to £30.00 offer. Under the consumer rights act I am owed a full refund but I will accept the above.
This really is unacceptable. I’ve purchased many times before but the essence of a good company is easy returns. At least let us know the returns have to go to Asia.
Sorry to be so frustrated but I really am.
Jenny
Sent from my iPhone
On 22 Jun 2026, at 23:20, Jenny Payne <jenny.payne@bhmc.org.uk (mailto:jenny.payne@bhmc.org.uk)> wrote:
Hi Anna
A refund of £30.00 I would accept. I’m Not sure it’s fair as I have lost out but I just want the case to be closed.
Jenny
On Mon, 22 Jun 2026 at 23:18, <support@marlow-london.com (mailto:support@marlow-london.com)> wrote:
Hi Jenny,
Thank you for coming back to me, and I'm genuinely sorry this has felt unfair. I completely understand your frustration, especially with your trip so close, and I want to do better by you here.
Let me improve what I can offer. To save you sending anything back, here are two options:
1. 50% cashback to your original payment method, so you can keep the costume. The funds would reach you within 3 to 5 business days.
2. A comparable replacement of similar value from our range, with free shipping on the new item, and you keep the current costume as well. Just tell me which piece you'd like and I'll arrange it.
If neither of these feels quite right, please tell me what you would consider fair and I'll do everything I can to help from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On T