Case #878 — Marlow London

Hello, I would like to return an item. The order number is 1633. I would like to return HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS. The reason for return: the style doesn't suit me. Thanks, Revital. This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message, or the taking of any action based on it, is strictly prohibited.

Hi, I would like to return the order for a full refund. Thank you, Revital. Sent from my iPhone On 27 Jul 2026, at 20:03, support@marlow-london.com wrote: [You don't often get email from support@marlow-london.com. Learn why this is important at https://aka.ms/LearnAboutSenderIdentification ] CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Hi Revital, Thank you for reaching out, and I'm sorry the tankini style doesn't quite suit you. I have a couple of options that might work better for you. First, I can put a 10% cashback straight back onto your original payment method right away, and you can keep the item. That way you get some money back and there's no hassle of returning anything. Alternatively, if a replacement sounds good, browse our full range at https://marlow-london.com/collections/all and let me know which piece catches your eye. We'll send it out to you at no cost, and you can keep the original tankini with our compliments. Which of these sounds better to you? Warm regards, Anna Customer Care Team Marlow London This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message, or the taking of any action based on it, is strictly prohibited.

Hi, I have received my parcel two weeks ago, and I would like to return for a full refund. Thanks, Revital. ________________________________ From: support@marlow-london.com <support@marlow-london.com> Sent: 29 July 2026 13:56 To: Revital Golan <revital@golan.biz> Subject: Re: return request - order number 1633 CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Hi Revital, Thank you for getting back to me. I understand you'd like to return the item for a full refund. Your order is currently on its way to you, and because it's in transit we're not able to process a refund while it's en route. Once it arrives with you, we can absolutely sort out a return if you'd still like to. In the meantime, I'd like to make this as easy as possible for you. I can escalate our offer to a 25% cashback back to your original payment method - it lands within 3-5 business days, and you can keep the tankini. That way you get a meaningful refund without any of the hassle or cost of returning it overseas. If you'd prefer to go ahead with a return once the item arrives, that's absolutely fine - just let me know and we'll arrange it. Keep in mind that you would need to cover the return shipping to our supplier (£19.95) and it typically takes 3-4 weeks for the item to arrive back and be processed before the refund is released. Which would work better for you - the 25% cashback and keeping the item, or would you rather wait for it to arrive and return it? Warm regards, Anna Customer Care Team Marlow London This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message, or the taking of any action based on it, is strictly prohibited.

I would like to return for a full refund. Thank you. Sent from my iPhone On 31 Jul 2026, at 21:27, support@marlow-london.com wrote: CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Hi Revital, I wanted to reply to you myself because what has happened here is not good enough, and I am sorry. Looking back over your emails, here is what went wrong on our side. 1. When you first asked to return the tankini because the style did not suit you, we did not simply arrange the return. Instead we pushed you two separate offers to keep the item, when a straightforward return was a perfectly reasonable thing to ask for. 2. When you came back and asked plainly for a full refund, we still did not act on it. We told you the order was still on its way and that we could not process anything until it arrived, then offered you an even bigger cashback to keep it instead. 3. By the time you replied to that, you had actually had the parcel with you for two weeks already. We got the basic facts of your own order wrong, which cost you more time and more back and forth for no good reason. That is three emails in a row where we did not just do what you asked the first time. I am sorry, Revital, this has dragged on far longer than it should have and it is entirely on us. Here is why I want to settle this differently rather than have you post the tankini back to us. Our returns go back to our overseas supplier, so it takes around three to four weeks to travel back, be received and be checked before any refund can even be released. On top of that there is a real cost to you, around £19.95 in return postage out of your own pocket, plus the hassle of packing it up, queueing at a post office and then chasing it. There is also a genuine risk of a parcel like this going missing on that journey. None of that is fair to ask of you after everything else that has gone wrong. So rather than put you through any of that, I am refunding you £20.00, your order total of £39.95 minus the £19.95 return postage cost you would otherwise have had to pay, straight back to your original payment method. You keep the tankini, and there is nothing for you to post back. It will land within 3 to 5 business days depending on your bank. If you would still rather return the tankini for the full £39.95, that is absolutely fine too, just let me know and I will get it arranged right away. Thank you for bearing with us, and again, I am truly sorry. Warm regards, Marlow Marlow London This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message, or the taking of any action based on it, is strictly prohibited.