Case #92 — Marlow London
mailer@shopify.com · order — · state imported · label none yet · rung 0
Facts
New customer message on 22 June 2026 at 19:57
open
not set
2026-06-22 18:57:51
—
2026-08-14 19:30:08
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from decision #137 · action=reply · 2026-06-22 18:58:02 · dry-run
Hi Amanda,
Thank you so much for getting in touch, and I'm really glad to hear the swimwear arrived and that you love it. I'm sorry to hear the fit isn't quite right though.
Before we go down the return route, I'd love to offer you a much easier solution. We can send you the correct size in the same 3-piece swimwear, and you get to keep the current one as well, for a small contribution of £12.50. That way you avoid the hassle and cost of posting anything back, and you'll have a spare set too.
If you'd like to go ahead, just let me know what size you'd like and I'll get that arranged for you.
Should you prefer to return instead, I can absolutely guide you through that. Just to be transparent, our returns go back to our supplier in Asia at the customer's expense (£19.95), and items need to be unworn and in their original condition and packaging, within 30 days of delivery. Refunds are then processed to your original payment method within 3 to 5 business days of the return being received.
Let me know which option works best for you and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer wants to return swimwear due to size; offering keep-item exchange contribution per LOCKED policy before return route.
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You received a new message from your online store's contact form.
Country Code:
GB
Name:
Amanda woodward
Email:
amanda_woodward61@hotmail.co.uk
Body:
Re parcel JJD0002234523560912 - my 3 piece swimwear has
arrived today and even though it is lovely, unfortunately it is
too big and I would like to return it please. Can you advise me
as to how to do this.
My telephone number is +447814856766. Address 7 The Stray,
Darlington, DL1 1EP United Kingdom.
Amanda Woodward
Hi Amanda,
Thank you so much for getting in touch, and I'm really glad to hear the 3-piece swimwear has arrived and that you love it. I'm sorry to hear the fit isn't quite right.
Before we go down the return route, I'd love to offer you a couple of alternatives that might save you the hassle of sending it back to our supplier in Asia (which would be at your cost, £19.95 GBP):
1. We can send you the correct size and you keep the current piece as well, for a small contribution of £12.50 GBP towards the new item. Just let me know which size you'd like.
2. If you'd prefer to keep the swimwear as it is and adjust the fit yourself, I'd be happy to offer you 10% cashback to your original payment method.
Of course, if neither feels right, you're very welcome to return the item within 30 days of delivery (unworn and in its original packaging), with return shipping at £19.95 GBP to our supplier in Asia. Refunds are processed to the original payment method within 3 to 5 business days of receipt.
Just let me know which option sounds best, and I'll take it from there.
Warm regards,
Anna
Customer Care Team
Marlow London
On Mon, Jun 22, 2026 at 20:57, MARLOW LONDON (Shopify) <mailer@shopify.com> wrote:
You received a new message from your online store's contact form.
Country Code:
GB Name:
Amanda woodward Email:
amanda_woodward61@hotmail.co.uk Body:
Re parcel JJD0002234523560912 - my 3 piece swimwear has arrived today and even though it is lovely, unfortunately it is too big and I would like to return it please. Can you advise me as to how to do this. My telephone number is +447814856766. Address 7 The Stray, Darlington, DL1 1EP United Kingdom. Amanda Woodward